Use private notes and saved replies

How to do it

1. 01

   In Team inbox, switch the composer to a private note when you need to share internal context. Review the mode before sending.

2. 02

   Open Saved replies to create a reusable response. Give it a descriptive title and content that agents can edit for each customer.

3. 03

   In a conversation, type a slash or open Saved replies to insert one into the draft. Review and personalize it before sending.

4. 04

   Confirm the message appears on the intended side of the conversation. Private notes remain staff-only.