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Internal notes

Under the reply box, switch from Reply to customer to Internal note. Notes show inside the chat for your team only. The customer never sees them. Type @ and a name to tag someone. They get a notification, and they can see the chat to help, even if they don’t own it.
Use notes for things like “Customer called, sending a replacement” so whoever opens the chat next knows what happened.

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Quick replies

Save answers you type again and again: delivery times, return policy, payment details.
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Create them

Your initials → Quick replies → Add a quick reply.
2

Use them

In the reply box, type / and pick one from the list. Change anything you like before sending.