Overview
Inside a conversation you write in two modes: reply, which goes to the contact over the channel, and private note, visible only to your team. In notes you can mention colleagues to pull them in and ask for help — without the contact seeing anything.
Prerequisites
- An open conversation in an inbox you have access to.
- For mentions, colleagues must have access to the same inbox/account.
Step by step
- Open the conversation and find the composer at the bottom.
- To talk to the customer, keep the Reply mode and type your message.
- To reply to a specific message, use Reply to this message in the bubble's quick actions. On a phone or tablet, tap More message actions, then Reply to this message. The quote appears above the composer and can be dismissed with its close button before sending.
- For an internal record, switch to Private note mode — the look changes to signal it's internal. Write your note.
- To call a colleague in a note, type @ and pick the name from the list. They get a notification and the conversation shows up in their mentions queue.
- Use text formatting (bold, lists, links) and attachments when you need to.
- Send. Replies go to the contact; notes stay with the team.
Settings & options
- Reply vs. note: the selected mode decides who sees the message. Always check before sending.
- Mentions (@): trigger a notification and feed the colleague's mentions queue.
- Formatting: bold, italic, lists, quotes, code and links.
- Accelerators: combine with canned responses and macros to save time.
Delete messages
On a computer, use the bubble actions or right-click; on a phone, tap More message actions. Choose Delete. The message does not disappear from the conversation: the content and attachments stay visible in the panel under a "deleted" banner, with a record of who deleted it — the bubble shows "Deleted by {agent name}", for full supervision. This also applies when the deletion happens from the phone (on WhatsApp connected via device): the recipient stops seeing the message, but the panel preserves the history.
Everything is configurable per inbox under Inbox settings → Configuration:
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Allow deleting messages (default: on) — turn off to remove the delete action in this inbox; the API also starts rejecting deletions.
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Keep deleted messages visible (default: on) — turn off to hide the content the way WhatsApp does (the bubble shows only "This message was deleted" and attachments are removed).
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WhatsApp (device connection): deleting your own message deletes it for everyone — the recipient sees "This message was deleted" on their phone, just like the official app. WhatsApp's deletion window (~2 days) applies; past it the deletion is dashboard-only.
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Groups (admin): if the connected number is a group admin, you can also delete another participant's message for everyone — same as WhatsApp's admin feature. Without admin rights the deletion is dashboard-only.
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1:1 chats: a message received from the contact cannot be deleted from their phone (WhatsApp does not allow it) — the deletion is dashboard-only.
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Telegram: deleting your own message also removes it on the contact's Telegram (the Bot API's 48-hour window; past it the deletion is dashboard-only).
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Other channels (WhatsApp Cloud, Instagram, Messenger, SMS, email, API, widget): there is no remote delete API — the message is flagged as deleted on the dashboard only.
Use cases
- Ask a specialist to help on a case by mentioning them in a note.
- Record internal context (an agreement made, the reason for a discount) without exposing it to the customer.
- Leave instructions for the next agent who takes over the conversation.
Tips, limits & best practices
- Mind the mode: confirm whether you're in Reply (goes to the customer) or Note (internal) before sending.
- Mention the right person to avoid noise; too many mentions lose their effect.
- Use notes for decisions and agreements — they become the memory of the case.
Troubleshooting
- The customer saw an internal note: it was likely sent as a Reply — always check the mode before sending.
- The mention didn't notify: confirm the colleague has access to the inbox and that you picked the name from the list.