Private Notes and @Mentions in BoldDesk Live Chat
Effective internal communication is essential for delivering exceptional customer support. BoldDesk provides Private Notes and @Mentions within live chat to enable secure, real-time collaboration among agents without exposing internal discussions to customers.
Private Notes in Live Chat
Private Notes allow agents to communicate internally by adding notes for other agents without exposing information to customers. These notes function like chat messages and are instantly sent to all agents.
Below are key benefits of private notes:
- Confidentiality: Only accessible to agents and administrators.
- Distinct Appearance: Clearly separated from customer-facing messages, usually with a highlighted background.
- @Mention Integration: Enables agents to notify specific colleagues for focused collaboration.
How to Send a Private Note
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Switch to the Private Note tab before writing your message. If the reply section is not in focus, press N on your keyboard to switch to the Private Note tab automatically.
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Type your note and click Send.
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Optionally, use @mention to notify specific team members.
@Mentions in Private Notes
The @mention feature allows agents to notify specific team members directly in private notes, ensuring alerts are sent to the right people promptly.
How to Use @Mentions
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Type “@” followed by the colleague’s name.
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A dropdown list of matching names appears.
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Select the correct name from the list.
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The @mention is highlighted in the text. Example: “@John Smith, please review this chat.”
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When you type “@”, the assigned person’s name appears first in the mention list. If you don’t want to mention the assigned person, continue typing, and matching names appear in the dropdown list.
Notifications for @mentions
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Mentioned agents receive notifications via email or in-app alerts.
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Notifications include a link to the specific chat, allowing quick navigation.
BoldDesk does not offer a built-in agent-to-agent chat feature. However, agents can collaborate internally using private notes and the @mention feature, which allows them to notify other agents directly within live chat conversations. This ensures seamless internal communication without exposing messages to customers.
FAQs
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Can customers see private notes in BoldDesk live chat?
No, private notes are strictly internal and visible only to agents and administrators. -
How do I quickly switch to the Private Note tab?
Press N on your keyboard to activate the Private Note tab instantly. -
Do @mentions trigger notifications in BoldDesk?
Yes, mentioned agents receive both in-app and email notifications with a link to the chat. -
Can I mention multiple agents in one private note?
Yes, you can include multiple @mentions in a single note for broader collaboration. -
Is there a limit to the number of private notes in a chat session?
No, you can add as many private notes as needed during a live chat. -
Does BoldDesk offer a separate internal chat feature?
No, internal collaboration is handled through private notes and @mentions within live chat.
