Running a shared inbox
What is the difference between an internal note and a reply?
A customer reply is sent to the customer. An internal note is private context for the support team, such as an investigation update or a question for a colleague. Keep the two visually distinct and confirm the composer mode before sending sensitive information.
What belongs in a private note?
Record relevant findings, who is investigating, and what needs to happen next. Include enough context for another permitted teammate to continue, but avoid copying unnecessary personal or secret information. A private note is still stored business data and should be written with care.
When should you mention a teammate?
Use a mention when a particular person needs to act or supply information. State the question and the next step explicitly. Mentioning someone does not automatically explain whether they are expected to take ownership, so make that distinction clear in the note.
How do notes improve handovers?
A good handover note separates facts already checked from assumptions still being investigated. The next agent can review the customer-visible history and the private work without asking the customer to reconstruct the issue. Keep promises to the customer in the public thread.
Practical checklist
- Check whether the composer is in note or reply mode.
- Separate verified findings from hypotheses.
- Name the next step and responsible person.
- Send the customer a public update when they need one.
Worked example
Public reply: “We are checking the payment and will update you here.” Private note: “Payment reference matches; finance needs to confirm settlement. Please check before promising a refund.” The customer gets a clear update without receiving internal deliberation.
How Fire Away fits
Fire Away separates internal notes from visitor replies and supports explicit teammate mentions. Notes are excluded from widget responses and do not take ownership merely because someone adds one.