Inbox and team

Status, priority and private notes

Mark conversations open, pending or resolved, flag urgent ones, and write notes only your team can see.

Steps

Open a conversation in the Inbox. At the top of the chat, use the Status and Priority menus (2 and 3). Set Open to the status that fits (for example resolved when you are done), and Normal to a higher priority for something that cannot wait.

The Status and Priority menus at the top of a conversation marked 2 and 3
To leave a private note, use the Notes box at the bottom of the contact panel on the right (2). Type your note and click the + button next to it.

The Add a note box in the contact panel marked 2
The Internal Notes bar (2) just above the message box opens all the notes for this conversation, so the whole team can read what has been written.

The Internal Notes bar above the message box marked 2

Can customers see my notes?

No. Notes are only visible to your team.

What is the difference between Pending and Open?

Open means it needs a reply from you. Pending means you are waiting for something, for example the customer's answer.

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