Add Internal Notes & Mention
Make an internal discussion before replying to your customers.
When replying conversation, you can toggle between "Reply" and "Note" in the input box at the bottom of the message console. Click on "Note" then you can mark internal notes.
Press the "Send as a message" button then you can send the internal note as a message to the customer directly.
You can choose to forward the note message as a message to another conversation.
Besides writing a note-to-self, you can tag teammates by typing @ to mention them in the conversations for better discussion with your teammates.