> ## Documentation Index
> Fetch the complete documentation index at: https://docs.stackshift.cloud/llms.txt
> Use this file to discover all available pages before exploring further.

# Reply, add private notes and work together

> Keep customer replies separate from internal discussion.

<Note>
  This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.
</Note>

## What you can do

Keep customer replies separate from internal discussion. Where to find it: Open a conversation in Inbox.

## Before you start

* Permission to reply or add notes in that inbox.

## Steps

<Steps>
  <Step>
    Read the latest customer message and check who is assigned. If AI is replying, take over before sending a staff response that should stop automation.
  </Step>

  <Step>
    Choose the customer-reply composer for a public answer, or switch to a private note for your team. Check this choice before sending.
  </Step>

  <Step>
    Write your message, insert a saved reply if useful, and review names, links and any customer-specific details.
  </Step>

  <Step>
    Attach files if needed and wait until they are ready. Use mentions in a private note when you need an authorized colleague’s attention.
  </Step>

  <Step>
    Send once and check the result. If sending is uncertain, retry the original message using its recovery action so a second copy is not created.
  </Step>

  <Step>
    Update the assignee or state to show who should act next. A note mentioning someone does not replace an intentional handoff.
  </Step>
</Steps>

## Example

Reply “Your replacement is on its way” to the customer, then add a private note explaining the courier follow-up needed tomorrow.

## Things to know

* Do not put passwords, card details or provider secrets in messages or notes.
* Drafts are held in memory. Closing the app or signing out is not a reliable way to save an unfinished reply.
* A staff reply pauses customer AI. Resume it deliberately for future messages when appropriate.

## What happens next

<Check>
  The right audience receives the message and your team can follow the decision.
</Check>

## If something goes wrong

<Warning>
  * The send control is unavailable: check access, session, required text or attachment readiness.
  * A teammate changed the record: refresh and review their change before applying yours.
</Warning>

## Related guides

<CardGroup cols={2}>
  <Card title="Create and use saved replies" href="/stackshift-support/saved-replies">
    Save answers your team sends often while keeping each reply personal.
  </Card>

  <Card title="Find and manage conversations" href="/stackshift-support/inbox">
    Use one inbox to keep track of new messages and outstanding work.
  </Card>

  <Card title="Let AI answer customers" href="/stackshift-support/customer-ai">
    Enable customer-facing replies for a chosen scope, with rules for handing work to a person.
  </Card>
</CardGroup>


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