Internal notes let your team comment on a conversation without the contact ever seeing it. With the Slack integration, notes work in both directions: the notes you leave in 2Chat show up in the conversation's Slack thread, and you can add a note from Slack that shows up in 2Chat.
Notes from 2Chat in Slack
When someone adds a Private note to a conversation in the Live Chat, 2Chat posts it in that conversation's Slack thread. For a WhatsApp group, it goes to the group's Slack channel.
It is posted as 2Chat: Note by followed by the author's name, with a 📝 icon, so it stands apart from the messages.
Bold, italic, strikethrough and links are kept, and mentions show up as @Name.
Below the note, a line reminds your team that it is only visible to them and is not sent to the contact.
The note goes into the conversation's current thread. If the conversation doesn't have a thread in Slack yet, or its thread has been inactive for longer than the time set in Post as a new conversation when the chat remains inactive for, the note starts a new thread, just like a message: on top it shows the card with the contact and the 2Chat number, and the note goes in place of the message.
Add a note from Slack
There are two ways to add a note to a 2Chat conversation without leaving Slack.
From a message in the thread
Hover over any message in the conversation's thread and click ⋯ (More actions).
Point to Connect to apps and choose Add a note in 2Chat. If you don't see it there, look for it under More message shortcuts…
The window already shows the conversation. Write the note and click Save note.
With the /2chat-note command
In the channel's message box, type
/2chat-noteand press Enter. Slack doesn't allow app commands inside threads, so use the main message box of the channel.Choose the conversation. The list shows the latest conversations of the WhatsApp numbers connected to the channel, and you can search by name or number. In the channel of a WhatsApp group, the conversation is the group's and you don't need to choose it.
Write the note and click Save note.
The note appears in the conversation in 2Chat as <your Slack name> via Slack, and in the conversation's Slack thread.
Turn notes in Slack on or off
Notes are shown in Slack by default. To change it for a Slack channel:
Go to the Slack integration page.
Open the options of the configuration (⋮) and click Edit.
Open Advanced configuration and turn Show 2Chat notes in Slack on or off.
The same option is available in the configurations of WhatsApp groups. When it is off, notes are not posted in that Slack channel, and notes added from Slack are still saved in 2Chat.
Good to know
Replies in the thread are still sent to the contact. To leave a comment only for your team, add a note instead of replying in the thread.
Everyone in the Slack channel can see the notes, including guests and members of other organizations in shared channels.
Notes are text only: files can't be attached.
Editing or deleting a note is not synced between 2Chat and Slack.
Each note posted in Slack counts toward your Slack integration usage, the same as a message.
If you have any questions please feel free to reach out to support.