Write a private note and mention a teammate with @

Last updated: 26 September 2026 · 4 min read

Steps

1. 1

   Switch to note mode

   In the conversation, choose “Private Note” above the reply box. The box changes color: only agents see what you write. Shortcut: Alt + P switches to a note, Alt + L to a reply.

2. 2

   Write the note

   Type the text and click “Add Note”. The note shows in the conversation in a different color.

3. 3

   Mention a teammate

   Type @ in the note and pick your teammate's name from the list. They get a notification, and the conversation shows up in their notifications.

4. 4

   Go back to replying

   To write to the customer, choose “Reply” again. Check the mode before you send: text written in note mode does not go to the customer.