Discuss a conversation without the customer seeing it
Switch the reply box to Private Note and leave a message for your team right inside the conversation. Notes stay visible only to your agents, so you can share context, ask for approvals, and agree on an answer before you reply.
EngageOne · Conversation with Arjun
Can I get a refund on my annual plan?
Private note · PriyaRefunds above one month need approval. @Rahul can you check this one?
Private note · RahulApproved — go ahead with the full refund.
Good news, Arjun! Your refund has been approved.
Notes are never shown to customers
Mention teammates to bring them in
Type @ followed by a teammate's name to mention them in a private note. They get notified straight away and can jump into the conversation to help, with the full history in front of them.
EngageOne · Conversation with Kavya
The app crashes when I upload a photo.
VVikramTech team
MMeeraSupport
Private note
Can you look at this crash, Vi
Collaborate without leaving the conversation
See Driansh EngageOne in action with a personalised demo.
