Whisper mode and private mode

These are two different resources with the same goal: write something the customer does not see. One protects the message; the other protects the content.

	Whisper mode	Private mode
What it does	An internal message in the customer conversation	Marks the exchanged content as private
Who sees it	The team serving that conversation	Those with the View private messages permission
Does the customer see it?	Never	Never
How many messages does it cover?	One at a time	Everything marked from the point where it was turned on

Whisper mode

The whisper is a message written inside the customer conversation that stays only for the team. The on-screen notice is explicit: internal, the customer will not see this message.

1. In the composer, turn on whisper mode.
2. Write and send — the message appears in the history with its own marking.
3. Those serving are notified of the whisper with the name of whoever wrote it.

When it works on its own: if the conversation is in the queue or assigned to another agent, the whisper is the only way to write — you cannot speak on someone else's service, but you can leave the note. The same applies when the provider window is closed, the conversation is finished, or another conversation with that contact is already open: these are the channel's limits for talking to the customer, and they do not block the internal conversation.

The whisper draft is stored separately from the normal draft: what you wrote as internal never leaks to the customer.

Private mode

Private mode marks the conversation content as private — in both directions, what the team writes and what the customer writes. It is for sensitive subjects (health, legal, financial) where the history should not be visible to anyone with access to the Inbox.

1. Turn on private mode at the top of the conversation.
2. The screen warns: messages in both directions are private.
3. Messages start appearing marked with the padlock (🔒 Private message) and grouped in the private count.

Who sees what

Profile	What they see
Without the View private messages permission	The conversation, the contact, and the status — not the private content
With the View private messages permission	The full content, with the private marking

The permission is an action within the Inbox section and only takes effect together with the Inbox read permission: without being able to see the Inbox, there is nothing to unlock.

Private from here on

Turning on private mode marks the conversation as private from that point on: the notice "messages in both directions are private" stays visible above the composer while the mode is on.

To mark from a specific point in the history, use the message context menu:

1. Private from here on — marks that message and the following ones as private (it appears on messages that are not private yet).
2. Unmark private — removes the marking from a message that is already private.

Both actions require the view private messages permission; without it they do not even appear in the menu.

Transfer

When you transfer a conversation in private mode, the screen warns: private mode will be turned off and the previous private messages remain hidden from those without the permission. In other words, whoever receives it continues the service in normal mode, and the confidentiality of what already happened is preserved.

How to choose

Situation	Use
Warn a colleague about this customer, inside the conversation	Whisper
Record a one-off agreement that does not go to the customer	Whisper
Sensitive subject where the history should not circulate	Private mode
Conversation that will be transferred to another department	Private mode until the transfer (the mode drops on transfer)
Subject with no customer involved	Agents Chat

Confidentiality is configuration, not just a button

Permission defines who sees. If your process requires that no one other than the agent sees the content, also review the profiles that have view private messages — and remember that the whisper stays visible to the whole team serving the conversation.