Internal notes, snippets and scheduled messages

These three tools save time in the inbox.

Internal notes

Internal notes are only visible to your team. The customer never sees them.

1. Open a conversation.

2. Click the sticky-note icon below the message box (Switch to internal note). The box turns yellow and shows "Writing internal note — only visible to team members".

3. Type your note. Type @ to mention a teammate so they get notified.

4. Click Save note.

Click the icon again (Switch to message) to go back to writing to the customer.

Snippets

Snippets are saved replies for questions you answer often, like your opening hours or directions.

1. In the message box, type / to search your snippets, or click the snippets button.

2. Pick a snippet to insert it. Edit it if you need to, then send.

To create or edit snippets, click Manage snippets from the snippet picker, or go to Marketing and open Snippets.

[Screenshot: Snippet picker open in the message box]

Schedule a message

1. Write your message.

2. Click Schedule message.

3. Choose the Date and Time, then confirm.

The message sends at that time. This is handy for texts outside texting hours. See Texting hours and SMS rules.