Every agent will need to discuss queries with other agents in order to resolve them. That’s where private notes come into play. Private notes are usually used to communicate internally. Only logged in agents will be able to view these private notes. These private notes can be used to share progress or other updates intended just for agents and not users.

    To create a private note:
    • Select the Private Note tab next to Reply in the conversation window. Type the intended note - use Shift+Enter to enter a new line. Hit Enter to send the message.