How to add a private note in a text message that is only visible to you and your teammates

Leave a Private Note or a Message in a SMS Conversation

A private note allows for members to communicate privately in the context of a conversation. While the messages are shown in the channel, they are not sent by SMS to the contact. They remain a little note in the midst of the text conversation to help you make a note about the proceedings for yourself and other members. It can be useful to ask a question to another member and get a reply without leaving the page. For solo plans, you can record actions taken or conclusions after a conversation is finished.

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To leave an internal private note for your and other members:

1. Select an existing SMS conversation channel
2. Select Private Note under the messaging input box. When private note is selected, the messaging box will become yellow like a sticky note.

3. Once you have written a private note in the input box, click on the ADD button to add your private note in the SMS conversation
4. Your private note will appear in yellow and will be visible only to you and your team members when viewing the conversation

Your notes can only be viewed by members of your team. Private notes are helpful for tracking information and collaborating during customer support communication. Users can see the conversation surrounding a note for better context in assisting and catching up. It's a simple way to add information to a specific interaction.

A few notes on private notes:

• Private notes are available for all subscription plans
• The username, profile picture and a time stamp will be displayed with the private note message to show which user added the private note
• Use the @ symbol to mention a member in a private note. The active members names will show above the text box, you can select a user from the list.
• Text, emojis, and images can be added as a private note
• Private notes do not count towards your total monthly SMS/MMS allowance