Internal notes and mentions

In both live conversations and tickets you can take advantage of a practical feature: internal notes. Such notes are invisible to your customers, and are only intended for you and other agents on your Tidio project. Internal notes also serve as a way of leaving useful information or comments, and allow you to mention any agent directly as well - making internal communication easier.

In this article, you will learn:

• How to add internal notes to chats and tickets
• How to mention other agents in chats and tickets
• How to browse your own mentions

Adding internal notes

To add an internal note inside a live conversation, click on the Live chat button in the top-left of your text input area:

You will see the available options listed there: Live chat (for responding to the customer directly on chat) and Internal note (for leaving an internal note, invisible to the customer). Select Internal note from the menu:

The same Internal note option is available if you're responding to a ticket instead of a live chat. Find it in the top-left of your text input area as well, after clicking the icon there:

When typing in the internal note mode, the text input area will change color. You can type your note and be sure that the customer will not see it - the note is intended only for you and your team.

Once you hit Reply, the note will be saved and displayed inside the conversation (or ticket thread):

Any agent viewing this communication will be able to see the note. This is a handy tool for leaving information, summaries, or comments that may be relevant to the interaction.

Mentioning other agents

Apart from leaving relevant internal information inside the chat (or ticket), internal notes have one more practical feature: the ability to mention agents directly. This is especially useful if you do not want to assign the chat (or ticket) to another team member - and you only need the other agent to be notified of the note, e.g. when you need their assistance with something.

To mention an agent, make sure you've switched to the internal note mode, and simply type in the @ symbol. You will see a list of all available agents:

Selecting an agent from the list will apply the mention inside the note, which will also be visible to the entire team when viewing the chat (or ticket):

Naturally, the agent you mention will be additionally notified in their own Tidio panel, and will be able to view the associated thread inside their Mentions folder - this is covered in the section below.

Browsing your own mentions

If an agent is mentioned inside a chat or ticket, they will see a notification about that in their own Inbox section in Tidio. All such notifications will appear in the Mentions folder:

Inside, the agent can browse all the chats and tickets where they've been mentioned so far - within the Live conversations and Tickets tabs, respectfully:

This allows the agent to see the full interaction without searching for it on their own, and without the need for being assigned to the chat (or ticket). The agent gets the option to join, or to leave their own internal note.