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English
EspañolThe team's conversation happens inside the platform
Talk to another agent, mention someone in the middle of a conversation and leave internal notes without switching apps or leaving the customer's screen.
The question gets answered where the conversation is
When the team has to talk in another app, the customer waits longer and what was agreed gets lost from the history.
Agent-to-agent chat
The team talks through the platform itself, no other app needed.
Without leaving the customer's screen
The internal chat opens beside the conversation in progress.
Mentions in a conversation
Call the right person into the conversation that needs them.
Internal notes
Record what was agreed inside the conversation, for the team only.
Invisible to the customer
Nothing written internally reaches their WhatsApp.
Context that sticks
Whoever takes over later reads what was already handled.
Internal notes stay on the conversation, not with the customer
The note is written inside the conversation and only the team sees it. The mention tells the right person that this conversation needs them.
- Direct chat between agents inside the platform
- Chat open beside the conversation, without losing the customer's screen
- Questions answered by whoever has the answer, right away
- No relying on a personal app to talk about work
Internal chat
From the question to what was agreed, on record
The internal chat, the mention and the note work together so nothing depends on the memory of whoever handled it.
- 1
Open the internal chat
During the conversation, call a colleague through the platform chat without closing the customer's chat.
- 2
Mention who you need
Tag the person on the conversation so they're told the case depends on them.
- 3
Record it as an internal note
What was agreed becomes a note inside the conversation, visible only to the team.
- 4
Carry on the conversation
With the answer in hand, you go back to the customer without them noticing there was an internal check.
Internal notes stay on the conversation, not with the customer
The note is written inside the conversation and only the team sees it. The mention tells the right person that this conversation needs them.
- Internal note saved on the conversation and visible only to the team
- Mention to alert the agent who needs to step into the case
- The customer receives nothing that is written internally
- Internal history follows the conversation through transfers
Conversation · Anna Martins
Customer asked for a discount on the annual plan. Approved up to 10%.
@bruno consegue confirmar o prazo de entrega com o time?
About internal chat
No. Internal conversations, mentions and notes stay inside the platform only. On WhatsApp the customer receives only the messages sent to them.
No. The internal chat opens alongside the conversation, so you keep seeing the customer's chat while you check with another agent.
A mention tells a specific person that this conversation needs them. It's how you call in whoever has the information without handing over the whole case.
Yes. The note is recorded on the conversation, so whoever takes over later reads what was already agreed instead of asking the customer again.
Keep the team talking in one place
Fewer apps open, more context kept alongside the conversation.
- No credit card
- Set up in 5 minutes