Tags, internal notes and quick replies

Tags

1. 1

   In a chat, select Add tag.

2. 2

   Search for a tag, or type a new name to create it (managers and owners).

Up to 10 tags per chat. Filter the list by tag with the tag icon above it.

Internal notes

1. 1

   Above the reply box, switch from Reply to Internal note.

2. 2

   Write your note and select Add note. Only your team sees notes; the customer never does.

Quick replies

1. 1

   Select Quick replies (the lightning icon) beside Templates under the reply box.

2. 2

   Pick one. It fills the box but does not send, so you can change it first. Then send as usual.

3. 3

   To save a new one, select New quick reply, give it a name such as "Parking" and the message.

A business can keep up to 50 quick replies. Anyone can add one; managers and owners can edit or delete them. Quick replies are hidden when the 24-hour window is closed.