Replying and Whispering
Send messages the customer sees, or use a private channel for behind-the-scenes help.
The message composer at the bottom of every conversation has two tabs: Reply and Whisper.
Reply Mode
When the Reply tab is selected, your message goes directly to the customer. This is the default mode.
Whisper Mode
When the Whisper tab is selected, your message enters a private channel the customer never sees.
Common uses for Whisper
- Consult an AI agent — invite an AI agent to whisper and ask for suggested answers, context, or diagnostics. Read its advice privately, then reply to the customer yourself.
- Ask a colleague — bring in a teammate to discuss the situation before responding.
- Share internal notes — pass along information relevant to the team but not appropriate for the customer.
How whisper messages appear
Whisper messages are marked with an eye-off icon and a "Whisper message" label in the transcript. When someone is added to whisper mode, a system note appears (e.g., "Natali added Clinical Insight Agent to whisper mode").
Switching Between Modes
- Click the Reply or Whisper tab at the bottom of the composer.
- Type your message.
- Press Enter to send, or click the send button (arrow icon).
Note: Press Shift + Enter to add a new line without sending.
Note: In some conversations, one of the modes may be disabled depending on the conversation configuration.
Sending a Message
- Select the Reply or Whisper tab.
- Type your message in the composer.
- Press Enter or click the send button.