Hi team, I’m here to show you an improvement that several of my clients have asked for; it would be great to implement it in your platform. Before switching to Chatrace, I used Respond.io, and they had this feature: it works like a sort of internal chat where the yellow section represents an internal comment visible only to agents—who can even tag each other.

We’ve been using Chatrace for two years now because you are light-years ahead—especially thanks to the community and the improvements, and because you’ve always been so helpful in meeting my needs.

In the video, I am showing the difference between a standard chat and an internal webchat called "Comment." (In Yellow)

In this module, it is also possible to tag agents, and multiple agents can comment within the same conversation window; these comments are visible only to platform users and remain hidden from the customer. This is particularly useful for security companies, as the internal chat history is stored within the tool, eliminating the need to use other platforms. I view this as a crucial area for improvement to further solidify Chatrace's adoption across various companies in the security sector.

Thanks, have a good day!