Private notes and mentions

Private notes let your team talk inside a conversation without the customer seeing it. Use them to share context, ask for help or leave a hand-over message.

Write a private note

1. Open a conversation.
2. Above the reply box, switch from Reply to Private Note.
3. Type your note.
4. Click Add Note.

The note appears in the conversation with a different background colour and the text "Private Note: Only visible to you and your team".

Tip: Press Alt + P to switch to Private Note, and Alt + L to switch back to Reply. On a Mac, use Option instead of Alt.

Important: Always check which tab is selected before you send. Text sent from the Reply tab goes to the customer.

Mention a teammate or team

Mentions notify people so they look at the conversation.

1. Switch to Private Note.
2. Type @ and start typing a name.
3. Choose an agent or a team from the list.
4. Finish your note and click Add Note.

When you mention a team, every member of that team is notified.

What happens after a mention

• The mentioned person gets a notification in EngageOne. Depending on their notification settings, they may also get an email or push notification.
• The conversation appears in their Conversations → Mentions list, so they can find it later.

Mentions only work in private notes. Customers never see them.

Notes on a contact

Private notes belong to one conversation. To keep notes about the person across all their conversations, use contact notes instead:

1. Go to Contacts and open the contact.
2. Open the Notes tab.
3. Type your note and click Save note.

You can also see contact notes in the Contact Notes section of the conversation details panel.

Good uses for private notes

Related articles

• Profile and notifications
• Teams
• Conversation filters and folders
• Contacts and segments