Reply, add notes, and retract messages

The composer has Reply and Note modes. Replies are delivered to the customer channel; notes remain visible only to authorized teammates.

Steps

Send a public reply

Keep Reply mode selected, enter the message, and send. Email can show a delivery state; follow the on-screen action if delivery fails.

Add an internal note

Switch to Note mode for handoff context, investigation results, or follow-up work. Notes do not appear to customers.

Mention a teammate

When mentions are available, use them in a note to notify the relevant teammate.

Retract a public message

In an active Web conversation, open the menu on your own public message and choose Retract message. The action is available for two minutes after sending. After the window expires, the action is disabled. The visitor sees that the message was retracted; supervisors and administrators can still review the original content.

Public messages appear in the customer channel; internal notes remain in the NavoChat conversation timeline.