Create notes about visitors

Sometimes there is a need to briefly convey information about a certain chat, without having to rewrite the entire conversation with the client. This is especially useful when transferring the chat to another agent. By default, the ability to add hidden messages is disabled.

The visitor will not see the comment you leave in the chat with them.

You can add hidden messages after you have taken the chat for processing, and in the response input block to the visitor in the Agent Workspace, a series of additional icons with different functions appeared. To add a hidden message, click on the icon outlined in red in the picture.

In the appeared window, enter the text of the hidden message and press Send a note. The message will be displayed in the chat with a special mark and will be highlighted in a different color. The visitor will not see it, but it will be reflected in the message history.