NavoChatConversations & customers
Reply to customers and add internal notes
Use public replies and internal notes correctly so private team context never reaches customers.
Updated 2026-07-24For: Agents · Supervisors
The composer has Reply and Note modes. Replies are delivered to the customer channel; notes remain visible only to authorized teammates.
Steps
Send a public reply
Keep Reply mode selected, enter the message, and send. Email can show a delivery state; follow the on-screen action if delivery fails.
Add an internal note
Switch to Note mode for handoff context, investigation results, or follow-up work. Notes do not appear to customers.
Mention a teammate
When mentions are available, use them in a note to notify the relevant teammate.
Public messages appear in the customer channel; internal notes remain in the NavoChat conversation timeline.