ConversaLabs Help Center
en
Language
pt_BR Portuguese (Brazil) en English es Spanish

Replying, private notes and mentioning colleagues

Open in
View as Markdown Open in ChatGPT Open in Claude
Conversa Labs

Conversa Labs

Last updated on Jun 27, 2026

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

  1. Open the conversation and find the composer at the bottom.
  2. To talk to the customer, keep the Reply mode and type your message.
  3. For an internal record, switch to Private note mode — the look changes to signal it's internal. Write your note.
  4. 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.
  5. Use text formatting (bold, lists, links) and attachments when you need to.
  6. 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.

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.

See also