Product Private notes
Talk to your team inside the conversation.
The context that makes a reply correct usually lives in someone else’s head. Private notes put it in the thread instead, where whoever picks the conversation up next will actually find it.
Why it exists
Where handover actually goes wrong
Ask any team running a shared phone where the context lives and the answer is a group chat, a spreadsheet, or a colleague’s memory. So the evening shift replies without knowing what the morning shift promised, and a customer gets two different answers in a day.
A note attached to the conversation removes the gap entirely. The next person opens the thread and the reasoning is right there, next to the message it refers to.
What you get
In the product today.
Notes live in the thread
Visually distinct from customer messages, positioned exactly where they belong in the timeline.
@mention a teammate
Pull someone in and they get notified, with the conversation one click away.
Invisible to the customer
Notes never leave your workspace. There is no path by which they reach WhatsApp.
Attributed and timestamped
Who added the context, and when — useful weeks later when a decision is queried.
Searchable with everything else
Notes are indexed alongside messages, so searching a booking reference finds the internal reasoning too.
Built for shift handover
The pattern that changes most for round-the-clock desks: end a shift by writing down what you would otherwise have to remember.
When you would use it
Situations this is for
- Handing a live negotiation to the evening shift without a phone call.
- Flagging that a customer is already three weeks late paying, before anyone offers terms.
- Bringing a colleague in on a thread they have never seen.
Questions
Private notes — questions
Can the customer ever see a private note?
No. Notes are stored against the conversation in your workspace and are never sent to WhatsApp.
Do @mentions notify people?
Yes — mentioned teammates get a notification linking straight to the conversation.
Are notes included in exports?
Yes.
Stop running your best channel off a phone in a drawer.
Connect your first number in five minutes. Keep the number, keep the history, and finally see the whole thing.
No credit card required.