**Papo's conversation screen (https://papo.global/) is the hub of your customer service, where you can send messages to clients, add internal notes visible only to your team, and apply tags to organize and categorize each interaction. These three essential features enable efficient client communication and organized internal collaboration, all in one place.**

Mastering the conversation screen is crucial for optimizing your team's workflow. It was designed to provide agents with all necessary tools at their fingertips, avoiding constant app switching and ensuring that client history and context are always available.

| Feature | Description | Main Benefit |
| :--- | :--- | :--- |
| **Send Message** | Composes and sends a reply directly to the client on the original channel (WhatsApp, Instagram, etc.). | Direct, real-time communication with the client. |
| **Add Internal Note** | Records a comment or information in the conversation that is visible only to your team members. | Collaboration, context transfer, and recording important information without the client seeing it. |
| **Apply Tags** | Associates colorful, customizable markers to a conversation to categorize it. | Organization, prioritization, filtering of interactions, and basis for automations and reports. |

## The Structure of the Conversation Screen

When you open an interaction, you'll find an intelligently divided interface. At the center is the client's conversation history. At the bottom is the composition box, where the magic happens. On the sides or at the top, you'll typically find detailed contact information and additional options, such as assigning the conversation to another agent, viewing the client's profile, and managing tags.

This structure centralizes everything needed to quickly and contextually resolve a client's request.

## Sending Messages to the Client

The primary function of the conversation screen is, naturally, to communicate with your clients. The text box at the bottom is your action field.

To send a message:
1.  Access the desired conversation in your inbox under the **Conversations** menu.
2.  Type your reply in the message composition box at the bottom of the screen.
3.  Click the send button or press "Enter" for the message to be delivered to the client.

In addition to text, the composition box may offer other functionalities, such as sending files, using quick replies, and even scheduling messages to be sent at a future date and time.

## Using Internal Notes for Collaboration

Not all information about an interaction needs to be shared with the client. Internal notes are private comments, visible only to your team, recorded directly in the conversation timeline.

They are extremely useful for:
*   **Provide context:** Leave a summary of the case for the next agent who takes over the conversation.
*   **Ask for help:** Tag a supervisor or colleague to ask for guidance on a complex case.
*   **Record information:** Jot down important details the client provided, such as an order number or a specific preference.
*   **Maintain history:** Document actions taken, such as a call made outside the platform.

To add a note, the platform offers an option to switch the sending mode, usually via a tab or button near the text box, which changes from "Reply" to "Note". When a note is sent, it appears in the conversation timeline with a clear visual identification (such as a different color) that it is an internal comment.

## Organizing Conversations with Tags

Tags (also known as labels or markers) are colorful keywords you can apply to conversations to categorize them. They are the foundation for organized and scalable customer service.

Common use cases for tags:
*   **Interaction Status:** "Awaiting Payment", "Problem Solved", "Follow-up".
*   **Priority:** "Urgent", "Low Priority".
*   **Department:** "Sales", "Technical Support", "Finance".
*   **Lead Type:** "Hot Lead", "Quote Sent", "Campaign X Client".

To apply a tag, you generally have two options:
1.  **In the conversation list:** Right-click on the conversation and select the "Add Tag" option.
2.  **Inside the conversation:** In the contact information panel, there will be a section to manage and add tags.

You can create new tags directly from the **Settings** menu or, in many cases, at the moment you apply them to a conversation. This flexibility allows your team to adapt organization to the workflow in real-time.

## Frequently Asked Questions

### What is the difference between an internal note and an internal chat message?
An internal note is a comment made *within a specific client conversation*, visible only to the team and tied to that history. An internal chat, on the other hand, is a separate instant messaging tool for 1-on-1 or group conversations with colleagues that are not linked to any specific interaction.

### Can I create my own tags?
Yes. Papo allows you to create a fully customized tag system, with names and colors that make sense for your operation. You can manage them in the platform's settings area.

### Does the client see the tags or internal notes I add?
No. Both tags and internal notes are tools for your team's exclusive use. They serve for organization, collaboration, and information recording, and the client has no visibility into them.

### Is it possible to schedule a message to be sent instead of sending it immediately?
Yes. The message composition box on the conversation screen usually includes a feature to schedule sending for a future date and time. This is ideal for follow-ups, sending reminders, or ensuring communication happens at the right moment.

### How do I assign a conversation to another agent from this screen?
The conversation screen has options to manage who is responsible for the interaction. You can find a button or menu to "Assign" the conversation to another agent or a specific team. In many configurations, if you reply to a conversation that doesn't yet have an assignee, it will be automatically assigned to you.

## Read also
- [Using Internal Chat for Your Team's Communication](/hc/papo/articles/using-internal-chat-for-team-communication)
- [How to schedule message sending in Papo Global](/hc/papo/articles/how-to-schedule-messages-on-papo-global)

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