Follow these steps
Use the workspace and website that you intend to configure.
- Open the conversation in the shared inbox and read the existing messages.
- Choose Take over to reply when the agent is still handling the conversation.
- Use Reply for a message the visitor should see, or Private note for internal context.
- Confirm the recipient and message before sending. Keep follow-up and conversation status current.
What to check
A private note is not a visitor reply. Check the selected composer mode.