## 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

- [Canned responses with shortcuts](/hc/ajuda/articles/conversations-respostas-rapidas-en)
- [Attachments, voice messages, emoji and reactions](/hc/ajuda/articles/conversations-anexos-voz-emoji-reacoes-en)
- [Macros: automating sequences of actions](/hc/ajuda/articles/conversations-macros-en)