Notes, assignment and priority
Write internal notes the customer never sees, assign chats to teammates, and set priorities.
When several people work the same inbox, these three tools keep things tidy. (Owners and managers)
Internal notes
- In the composer, choose Internal note instead of Reply.
- Write the note ("Internal note, the customer won't see it...") and click Send.
The note shows in the chat with a Note tag and a different colour. The customer never sees it, and it doesn't pause the AI. Use it for things like:
- "Called him, he wants a floor above the 3rd."
- "The owner agreed to 3% off for cash, wait for confirmation before telling him."
- "Sara follows up tomorrow."
Chat note or lead note?
A note here stays inside the conversation. To log something on the client (a call, a meeting, a task), add it to the lead's activity so it shows in the pipeline.
Assignment
In the details panel, use Assign to and pick a teammate, or Unassigned.
- Everyone finds the chats assigned to them under the Assigned to me tab.
- Whoever takes over or replies to a chat is assigned automatically.
- Assigning doesn't send the person a notification, so let them know or leave a note.
Assigning the conversation is separate from the Lead owner in the pipeline, which you set on the lead page. Lead details
Priority
Under Priority pick Low, Normal, High or Urgent. The agent sets High by itself when it hands a chat over or qualifies a Hot lead, and you can change it any time.
Summary
Instead of reading the whole chat, check the AI summary in the details panel. The agent writes it when it qualifies or hands over a lead, and you can refresh it any time with Summarize.