Whispers are internal notes that your organization can use to chat within individual Conversations. Whispers appear in the Conversation thread in a yellow lined bubble, as opposed to the contact-facing messages in a grey lined bubble.
To Whisper, click the Whisper icon in your Message Box.
Then, you can type your message. Alternatively, you can just enter /whisper in the message box before typing your note.
The message box will turn yellow, and the Send button will become a Whisper button. Any agent will be able to see the Whisper and respond to it.
You can also mention agents and teams directly in the whisper box by typing an at symbol @ and then the agent's username or team name after that. You can select the agent by clicking on their name with the mouse or by using the up and down arrows to highlight the agent and then hitting enter after it.
Whispers can also be created using Automation Actions. This allows you to automate whispering a team mate based on conditions like a contact's tags. You can also mention agents and teams in whispers sent by automations.
Watch the tutorial video on Using Whispers video.