Notes & Tagging

Overview

The Notes feature allows you and your team to leave internal comments and store important information directly within any customer chat. This is perfect for sharing context about a conversation, saving customer-specific details (like an order number or special request), or collaborating behind the scenes on a customer issue without the customer seeing your messages.

To ensure your message gets to the right person, you can tag individual teammates or entire teams (e.g., @Support Team) in a note. Tagging a user sends them a direct notification, making it easy to ask for help, hand over a conversation, or simply keep them in the loop.

How to use Notes & Tagging

1. How to leave a note

• Navigate to any customer chat from your inbox.

• On the customer information panel on the right side of the screen, click on the Notes icon (it looks like a sticky note).

• Type your message or information into the text box. The note is saved automatically with a timestamp and is only visible to your team.

2. How to tag a teammate or team

• While writing in the Notes text box, type the @ symbol.

• A list of available teammates and teams will appear in a dropdown menu.

• You can either click on a name from the list or continue typing their name to filter the results. Select the person or team you wish to tag.

• Finish writing your message. The tagged user or team members will receive a notification.

3. How tagged users are notified

• When a user is tagged in a note, they will receive a desktop notification. An alert badge will also appear on the Notifications bell icon in the top left of the Zaapi app.

• Clicking the bell icon will open the notifications panel, showing all recent mentions and updates.

• To go directly to the conversation, simply click on the specific notification. You will be taken straight to the chat and the note where you were mentioned.