Private notes pass context between teammates, while canned replies keep common answers consistent. Check the composer mode before submitting either one.
Before you start
Open a conversation you can reply to. Creating canned replies may require settings access; using them depends on your workspace configuration.
Steps
- 1
Write a private note
Switch the conversation composer to private note mode and summarize the request or next action clearly.
- 2
Confirm the mode
Before saving, check that the composer is still in note mode and that the text only contains information the team needs.
- 3
Choose a canned reply
For a common question, open canned replies and select the relevant draft.
- 4
Review before sending
Personalize details and check the channel and recipient before sending the reply to the customer.
- 5
Keep replies current
If a common answer becomes inaccurate, update the canned reply instead of repeatedly correcting it in individual conversations.
Check the result
The note is visible only to the team, and the reviewed reply reaches the correct customer.