Hide private message texted

Lee Roquet shared this idea 2 years ago
Completed

Ok so we have a request. We would like to make the private message truly private. Right now, see image, when you do a private message for your internal team, the customer will see the text that there is a private message happening. This seems like a really bad customer experience. Can we turn this off or change the functionality so that a private message between agents is totally private?


Thanks

Comments (2)

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Hi Lee,

Spoilers are designed to share information privately from user to agent, so other users don't see it.

In order to leave messages to agents use internal notes. More details on them could be found https://help.useresponse.com/knowledge-base/article/private-notes-for-internal-discussions-reminders

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Ok that makes sense, totally missed that in the workflow. thanks