Whispers & internal notes
CraftBot has two kinds of message that stay inside the platform and never reach the customer: whispers (supervisor → agent, private) and internal notes (agent → team, visible to anyone working the chat). They look different in the thread, are sent through different controls, and serve different purposes.
Whispers — supervisor coaching, private to the assigned agent
A whisper is a private nudge from a supervisor to the agent currently handling a live conversation. The customer never sees it; other agents reviewing the conversation later do not see it; only the assigned agent sees it inline in their thread.
When to whisper
- “VIP — flag the renewal terms when you wrap up.”
- “Already verified ID via voice call earlier today.”
- “Let me know if this turns hostile — I’m watching.”
- “We refunded the same charge for them last month under ticket #12345.”
How to send a whisper
Whispers are a supervisor surface, not an agent one. There is no whisper toggle on the agent’s reply composer.
- As a supervisor, admin, or super-admin, open a conversation assigned to another agent. The supervisor action panel appears automatically above the composer with a Whisper button.
- Click 🤫 Whisper. A small composer appears with two fields: an English message (required) and an Arabic message (optional). Bilingual whispers are delivered as a single message — the agent sees whichever language matches their UI locale.
- Click Send Whisper. The whisper appears in the thread immediately with a violet accent.
What a whisper looks like in the thread
The agent sees the whisper inline, between regular messages, styled with a thick violet left border and italic body text. The header reads “WHISPER · PRIVATE TO ASSIGNED AGENT” and the footer carries the supervisor’s name and timestamp.
Visibility
| Audience | Sees whispers? |
|---|---|
| The customer | No — never delivered through the channel. |
| The currently assigned agent | Yes — appears inline in their thread. |
| Other agents who later open the conversation | No — whispers are scoped to the agent assigned at the moment they were sent. |
| Supervisors viewing the conversation | Yes. |
| Audit log | Yes — every whisper is logged with sender, recipient, timestamp, and body. |
Editing and deleting
Whispers are immutable once sent — there is no edit or delete control, by design. They are part of the supervisory audit trail. If you sent one in error, send a follow-up whisper clarifying the mistake.
Internal notes — agent-authored, visible to the team
Internal notes are the agent’s own scratchpad and handover surface. They live in the same thread but render with an amber accent and the header “NOTE · NOT VISIBLE TO CUSTOMER”.
How to send a note
- In the reply composer, switch the mode toggle at the top from Message to Add Note. The composer background changes to amber so it’s hard to send by accident.
- Type the note. Markdown formatting and the
{{ variable }}picker work the same as in a regular reply. - Click Send (or Ctrl+Enter). The note appears in the thread with the amber accent.
When to write a note vs. a whisper
- Note — anything the next agent on shift, or a colleague taking the chat over, should see. “Customer prefers SMS for follow-ups”, “Verified passport via video call”, “Pending refund — see helpdesk ticket #4521”.
- Whisper — supervisor-only coaching while the chat is live. Real-time guidance, course correction, intervention.
Differences from tags and transfer notes
- Whisper — message-style, lives in the thread with a violet accent, supervisor-authored, private to the assigned agent.
- Internal note — message-style, lives in the thread with an amber accent, agent-authored, visible to everyone with access to the conversation.
- Tag — short label on the conversation as a whole (
vip,complaint,escalated). Filterable in the list. - Transfer note — context passed by a Transfer node or a manual transfer; displayed at the top of the thread when the new agent opens the chat.