Reply Types

Choose the right message type for every situation. Understanding when to use public replies versus internal notes is essential for effective support.

Public Replies

What They Are

Public replies are messages sent to the customer. They're visible in the conversation thread and delivered via the appropriate channel.

When to Use

• Responding to customer questions
• Providing solutions or information
• Following up on issues
• Confirming resolutions

How to Send

1. Open the ticket
2. Type in the reply composer
3. Ensure Reply mode is selected (not Note)
4. Click Send or press Cmd/Ctrl + Enter

Delivery Channels

Replies go back through the original channel:

Internal Notes

What They Are

Internal notes are private comments visible only to your team. Customers never see these.

When to Use

• Recording phone call summaries
• Leaving context for colleagues
• Documenting investigation steps
• Handoff notes between shifts
• Recording decisions or escalations

How to Add

1. Open the ticket
2. Click Note tab (or press N)
3. Type your note
4. Click Add Note or press Cmd/Ctrl + Enter

Visual Distinction

Notes appear differently in the thread:

• 🔒 Lock icon
• "Internal" label
• Different background color
• Muted styling

Comparing Reply Types

Switching Between Types

In the Composer

Toggle between Reply and Note:

• Click Reply or Note tabs
• Use keyboard: R for reply, N for note
• Current mode shown in composer header

After Starting to Type

If you started typing in the wrong mode:

1. Click the other tab
2. Your text is preserved
3. Continue in correct mode

Warning on Mode Switch

If you have significant text and switch modes, Relay warns you to prevent accidental loss.

Best Practices

For Public Replies

1. Be clear and helpful: Customer is your audience
2. Proofread before sending: Can't unsend
3. Include relevant details: Don't make customer ask twice
4. Set expectations: When will you follow up?
5. Use formatting wisely: Help readability

For Internal Notes

1. Be detailed: Future you will thank you
2. Document decisions: Why you did what you did
3. Record external communications: Phone calls, meetings
4. Use for handoffs: Clear context for colleagues
5. Timestamp external events: "Called customer at 2:30pm"

Mentions in Messages

Mentioning Teammates

Both replies and notes support @mentions:

1. Type @ followed by name
2. Select from dropdown
3. Person is notified

In Public Replies

• @mentions notify teammates
• Mention is visible to customer (name only)
• Use for awareness, not private communication

In Internal Notes

• @mentions notify teammates
• Customer never sees the note
• Great for getting colleague input

Attachments in Messages

Adding Attachments

Both types support attachments:

1. Drag and drop files
2. Or click attachment icon
3. Files upload automatically

Public Reply Attachments

• Sent to customer
• Appear in email or chat
• Stored securely

Internal Note Attachments

• Only visible to team
• Useful for screenshots, documentation
• Customer cannot access

Templates and Macros

Using Templates in Replies

Apply saved templates:

1. Click template icon in composer
2. Select template
3. Template text inserted
4. Customize as needed

Macros with Both Types

Macros can include:

• Public reply content
• Internal note content
• Or both (reply + note)

See Using Macros for details.

Common Scenarios

Phone Call Documentation

After a phone call:

1. Open/create the ticket
2. Click Note
3. Document call summary:
   • What was discussed
   • What was agreed
   • Next steps
4. Add note with timestamp

Escalation Handoff

When escalating to another team:

1. Add internal note with context
2. @mention the recipient
3. Include all relevant details
4. Then reassign the ticket

Customer Information for Team

When you learn something important:

1. Add internal note
2. Example: "Customer mentioned they're on vacation until 12/15"
3. Team sees this context
4. Customer doesn't see it

Troubleshooting

"Customer saw my internal note"

This shouldn't happen—double-check:

• Was it actually a reply, not a note?
• Check the message type indicator
• Review the thread carefully

"Reply didn't send to customer"

Check:

• Customer email is valid
• No delivery errors in activity
• Channel integration is working

"Can't switch from reply to note"

• You may have already sent
• Check if message is in thread
• Start a new message if needed

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