Leave a private note for your team in a text
Add an internal note to a customer conversation and @mention a teammate; the customer never sees it.
Open the conversation in Messages, switch the box under it from Reply to Internal note, write your note, and press the round note button to save it. Only your team sees notes.
In this video
Step by step
- 1
Notes let your team talk about a customer, right inside the text conversation. Open the conversation.
- 2
Fold the inbox column with the minus button, for more room.
- 3
Yellow notes are private. Maria left this one about the children's referral, and Matthew never sees it.
- 4
To add one, switch the box from Reply to Internal note. The line on the right confirms it: only your team sees notes.
- 5
Write the note.
- 6
To get a teammate's attention, press the at sign button, and pick their name.
- 7
Save note adds it to the conversation. Teammates you mention who can see this line get a notice.
- 8
Switch back to Reply to answer the customer. Each box keeps its own draft, so a note never goes out as a text.
Related tutorials
1:24VideoFind your way around MessagesFind any text conversation: pick an inbox for each line, switch between Open and Done, and search by name, number or words.
1:06VideoSend a new text messageStart a new text conversation: type the number, pick the line it comes from, write the message and add a picture if needed.
1:30VideoReply to a customer's textOpen a conversation, see who said what, and write a reply that goes out from the conversation's own line.
1:30VideoThe Inbox: every call, text, voicemail and faxSee the last 14 days of calls, texts, voicemail and fax in one list, spot what needs you, and open it where it is handled.
1:32VideoRegister your business for texting (10DLC)Fill in the texting registration once so US carriers deliver your business texts; AIMERICA files it with the carriers for you.
1:12VideoWhen a customer texts STOP (opt-outs)Know what happens when someone replies STOP or START, and where owners see everyone who opted out and keep a do-not-call list.Was this not what you needed? Write to us.