# Replies, notes, mentions and tags

> Answer customers, keep internal notes for the team and label conversations.

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](https://tirver.com/help/saved-replies.md).

## 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](https://tirver.com/help/handoff-rules.md).

Source: https://tirver.com/help/reply-notes-and-tags