Invisible teamwork
Your team can communicate and coordinate freely within a conversation thread without interrupting the customer experience.
Private Notes
Collaborate behind the scenes
Leave internal notes on any conversation that only your team can see. Share context, flag issues, and coordinate without the customer ever knowing. XONChat Private Notes let agents mention teammates, attach files, and preserve critical context — so handoffs are seamless, collaboration is invisible, and customers get a flawless experience every time.
How Private Notes improve collaboration
Contextual notes
Add notes directly to conversations so the next agent to respond has everything they need to handle the situation perfectly.
@Mentions & notifications
Bring specific team members into a conversation with @mentions and instant notifications — no switching between tools.
COLLABORATE
Teamwork made invisible to customers
Your team can communicate and coordinate freely within a conversation thread without interrupting the customer experience. Mention teammates, attach files, and keep all internal discussion in one place.
Mention Teammates
Use @mentions to bring a specific team member into a conversation and notify them instantly.
Attach Files
Share relevant documents, screenshots, and files in your internal notes for complete context.
Preserved in History
Private notes are saved alongside the conversation history so future agents always have the full picture.
TEAMWORK
An agent mentions a teammate directly inside a complex conversation to get a second opinion, without ever switching to Slack or email.
Use case · Support teams
HANDOFFS
The right information at the right moment
Add notes directly to conversations so the next agent to respond has everything they need to handle the situation perfectly. Rich formatting, instant notifications, and role-based visibility ensure the right people see the right information.
Instant Notifications
Get notified immediately when someone mentions you or adds a note to a conversation you own.
Formatting Support
Write notes with rich text formatting to clearly communicate instructions or summaries to your team.
Role-Based Visibility
Control who can see and create private notes based on team roles and permissions.
SEAMLESS HANDOFFS
An outgoing shift leaves a detailed note on an open conversation, so the next agent picks up without asking the customer to explain the issue again.
Use case · Shift-based support teams
ORGANIZE
Better teamwork, happier customers
Keep internal knowledge organized and accessible. Private notes are preserved alongside conversation history, creating a living knowledge base that grows with every customer interaction.
Threaded Notes
Keep discussions organized with threaded replies inside private notes. Multiple agents can contribute to the same topic without cluttering the main note stream.
Note Templates
Create reusable note templates for common scenarios like escalations, refunds, or technical issues so agents capture the right information every time.
Search & Filter Notes
Instantly find relevant internal notes across all conversations with keyword search, agent filters, and date range selectors.
KNOWLEDGE BASE
An agent searches past private notes for a similar escalation and finds the solution already documented from a previous case.
Use case · Support teams
Explore Features
Live Chat
Real-time messaging
Learn moreTeam Inbox
Shared team workspace
Learn moreChat History
Full conversation logs
Learn moreChat Routing
Smart assignment
Learn moreCRM
Customer profiles
Learn moreFile Sharing
Send & receive files
Learn moreVideo Chat
Face-to-face calls
Learn moreScreen Sharing
Visual collaboration
Learn moreForm Builder
Custom data forms
Learn moreHelp Desk
Ticket management
Learn moreAudio Call
Voice conversations
Learn moreAll features
Every XonChat tool on one page
See all features
