If you are handling a website chat conversation or a conversation via one of your social media channels, it’s important to be aware of the different colours in which a message can appear.

Conversation overview

Below, you’ll find what the different colours mean in your conversation.

1. Incoming message: The messages you’ve received from your customer in the conversation.

2. Outgoing message: These are the messages you or your team sent in this conversation.

3. Internal note: The message, including a profile photo and name, indicate an internal note by you or your colleagues.