Team Collaboration

Sentikko is designed for teamwork. Beyond responding to customers, you can communicate with your team directly within a conversation to provide better context and faster resolutions.

Internal Notes

Internal Notes are private messages that are only visible to members of your organization. The customer will never see these notes.

Using Notes in a Conversation

1. Toggle Note Mode: In the message composer, click the Lock icon () or toggle the "Internal Note" switch.
2. Type Your Note: The background of the composer will turn yellow to indicate you are in note mode.
3. Send: Click send. The note will appear in the conversation timeline with a yellow tint to distinguish it from customer messages.

Team Mentions

Need help from a specific teammate? You can mention them in an internal note.

• How to Mention: Type @ followed by the teammate's name.
• Notifications: The mentioned user will receive a real-time notification (In-app and Mobile) pointing them directly to the conversation.

Conversation Ownership

To prevent multiple agents from responding to the same customer at once:

• Assigning: You can manually assign a conversation to yourself or a teammate.
• Auto-Assignment: Conversations can be automatically distributed to the next available agent based on your Team Settings.

[!TIP] Use Internal Notes to summarize complex issues before handing off a conversation to another agent or department.