Notes & Tagging
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Last updated
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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.
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.