Summary
Private Notes let operators add internal comments to a customer conversation without sending those comments to the customer. Use Private Notes to share context, ask teammates for help, or leave internal updates for other operators.
Note: Private Notes are available on Pro, Business, and Enterprise plans.
Instructions
What are Private Notes?
A Private Note is an internal message that operators can add to a customer conversation. Customers cannot see Private Notes.
Private Notes appear directly in the conversation and are visually different from customer messages, so operators can easily distinguish internal comments from customer-facing messages.
How to add a Private Note
You can add a Private Note using the note composer in the conversation.
Go to Wati Team Inbox and open the customer conversation.
Enter your message in the Private Note field.
To notify another operator, type
@and select the operator you want to mention.Send the Private Note.
The Private Note field supports free-text messages, similar to the regular message composer.
How to mention other operators in a Private Note
You can mention one or more operators in a Private Note using @.
Mentions are highlighted in the Private Note, making them easy for operators to identify.
When an operator is mentioned, they can use the Mentioned filter to find conversations where they have been mentioned in a Private Note.
The Mentioned filter for Private Notes is different from the Mentions filter available in Groups.
How to mention an operator from another team
You can mention an operator even if they are not part of the team assigned to the conversation.
The mentioned operator can view the conversation, but they can only respond using Private Notes. They cannot send a message to the customer from that conversation.
This allows operators from different teams to collaborate internally without giving them the ability to send customer-facing replies from a conversation assigned to another team.
What to use Private Notes for?
Private Notes are useful for internal communication, such as:
Sharing important context with another operator.
Asking a teammate to review a conversation.
Leaving an internal follow-up or reminder.
Sharing information that should not be sent to the customer.
Coordinating with operators from another team.
Are Private Notes visible to customers?
No. Private Notes are internal and are not visible to customers.
Use a regular customer message when you want the customer to receive the information.
Best practices for using Private Notes
When adding a Private Note:
Keep internal comments clear and relevant to the conversation.
Mention specific operators when you need their attention.
Use Private Notes for internal communication rather than customer-facing replies.
Remember that an operator mentioned from another team can view the conversation but can only respond with a Private Note.
Frequently Asked Questions (FAQs)
General
1. What are Private Notes?
Private Notes are internal messages that operators can add to a customer conversation. Customers cannot see Private Notes.
2. Which plans support Private Notes?
Private Notes are available on Pro, Business, and Enterprise plans.
3. What can I use Private Notes for?
You can use Private Notes to:
Share important context with another operator.
Ask a teammate to review a conversation.
Leave an internal follow-up or reminder.
Share information that should not be sent to the customer.
Coordinate with operators from another team.
Using Private Notes
4. How do I add a Private Note to a customer conversation?
In Wati Team Inbox, open the customer conversation, enter your message in the Private Note field, and send the Private Note.
5. Can I mention another operator in a Private Note?
Yes. You can mention one or more operators by typing @ and selecting the operator you want to mention. Mentions are highlighted in the Private Note. A mentioned operator can use the Mentioned filter to find conversations where they have been mentioned in a Private Note.
6. Can I mention an operator from another team?
Yes. You can mention an operator even if they are not part of the team assigned to the conversation. The mentioned operator can view the conversation, but they can only respond using Private Notes. They cannot send a customer-facing message from that conversation.
Visibility and Best Practices
7. Are Private Notes visible to customers?
No. Private Notes are internal and are not visible to customers. Use a regular customer message when you want the customer to receive the information.
8. What are the best practices for using Private Notes?
Keep internal comments clear and relevant to the conversation, mention specific operators when you need their attention, and use Private Notes for internal communication rather than customer-facing replies. Remember that an operator mentioned from another team can view the conversation but can only respond with a Private Note.