Replies, notes, mentions and tags
At the bottom of every conversation is the composer. It has two modes, and the difference matters.
Reply or note
- Reply goes to the customer, in the widget.
- Note stays with your team. Customers never see it.
Switch between them with the message type control above the text box. The placeholder tells you which one you are in.
Mention a teammate
In a note, type @ and pick a teammate. Use notes to ask a colleague for help or leave context for whoever picks the conversation up next.
Tags
Tags label conversations so you can find them later. In the details panel, type in Add tag and press enter. Existing tags are suggested as you type. Every tag also gets its own view in the inbox sidebar.
Saved replies
Start a reply with / to pick from your saved replies.
The AI agent in a thread
AI answers appear in the thread marked as the AI agent, with links to the sources they used. If the agent hands a conversation over, a note records why. See handoff rules.