Collision detection and private notes in the inbox

When several agents share one inbox, two people can end up answering the same customer. Messello's collision detection and private notes keep your team coordinated without the customer ever seeing the chatter.

See who's viewing and typing

Open any conversation and look at the header. Messello shows the avatars of other agents currently viewing the same conversation in real time. When a teammate starts replying, you'll see a typing indicator on that conversation.

This collision detection tells you at a glance whether someone else already has it handled, so you can move on to the next customer instead of sending a duplicate reply.

Best practice

• Before replying to a busy queue, glance at the viewer avatars.
• If a teammate is already typing, leave it to them or add a private note with extra context.
• Assign the conversation to yourself to make ownership explicit.

Add a private note

Private notes are internal messages attached to a conversation. The customer never receives or sees them.

1. Open the conversation and click the Private Note tab above the reply box (it turns yellow).
2. Type your note — context, a heads-up, or a question for a teammate.
3. Press send. The note appears in the timeline with a yellow background, clearly marked as internal.

Always confirm the tab shows Private Note, not Reply, before typing anything you don't want the customer to read.

Loop in a teammate with @mentions

Inside a private note, type @ and start the person's name to mention them. Mentioned agents get a notification and can jump straight into the conversation, even if it isn't assigned to them.

Use @mentions to:

• Escalate a tricky question to a specialist.
• Ask a manager for approval on a refund or discount.
• Hand off context during a shift change.

Tip: Everything in a private note stays internal — @mentions, files, and text. It's the safe place for account details and decisions that shouldn't reach the customer.

See collision detection and notes in action in the live demo, or learn how to assign and route conversations so ownership is always clear.