Visibility
Control who can see your messages with the private/public visibility toggle.
Overview
The visibility changer allows you to switch between sending private notes (visible only to your team) and public messages (visible to the visitor).
Private notes are only visible to you and other team members. Visitors cannot see private messages.
How to Use
Toggle between private and public mode using the Private/Public button in the message input area:
- Private (eye-slash icon): Messages sent as notes for internal team communication
- Public (eye icon): Messages sent to the visitor
Message Types
| Type | Visibility | Audience | Styling |
|---|---|---|---|
| Private Note | Team only | Agents & admins | Italic text, special background |
| Public Message | Visitor + team | Everyone | Normal message styling |
When to Use Private Notes
- Internal discussions about the conversation
- Notes for other team members
- Strategy decisions
- Follow-up reminders
When to Use Public Messages
- Responding to the visitor
- Providing customer support
- Sharing information with the visitor
The toggle persists until you change it, so you can send multiple private notes or switch back to public mode as needed.