This page helps you talk a request over with your team, in Slack or in the web app, without the customer seeing it.
Where internal talk goes
Each request has a card in your triage channel, and the thread under that card is internal. Customers are not in the triage channel, so nothing said there reaches them. Thorpe saves every reply in the card thread as an internal note on the request.
| Where you write | Who sees it | Saved as |
|---|---|---|
| The triage card's thread | Your team | An internal note |
| The Internal note box in the web app | Your team | An internal note, also posted in the card thread |
| The customer's thread in the customer channel | Your team and the customer | A reply to the customer |
| A private request's card thread | The customer, unless the line starts with note: or 📝 | A reply, or a note |
Notes are not replies to the customer, so they don't stop the SLA clocks.
Start a discussion from the card
- In the triage channel, choose Discuss on the request's card.
- Thorpe posts in the card thread that you started a discussion, and that replies there stay internal.
- Reply in that thread. Each reply is saved as a note.
Discuss is on every open card for a request from a customer channel. A closed card shows only Reopen.
Start a discussion from the customer channel
When you are reading the customer's message and want to talk it over first, use the Discuss internally message shortcut.
- Open the more actions menu on the customer's message, or on any reply in its thread.
- Choose Discuss internally. If it isn't in the menu, look under More message shortcuts….
- Thorpe posts the same line in the request's card thread, and shows you a message only you can see, with an Open thread link to it.
Nothing is posted in the customer channel. If the message is not a tracked request, Thorpe says it has no triage thread. Open a request from it first with Track as request. If your workspace has no triage channel yet, Thorpe asks you to set one.
Add a note in the web app
- Open the request at app.usethorpe.com and go to the Activity tab.
- Type in the Internal note box, which reads Only your team sees this. A note can be up to 4,000 characters.
- Choose Add note. Thorpe confirms with Note added to the triage thread.
The note appears in the request's activity, and Thorpe posts it in the card thread as a note from you via web. Notes also show in the Conversation tab with a Note tag, and the search on the requests list finds note text.
Notes on private requests
A private request's card thread goes to the customer, so its card has no Discuss button. Start a line with note: or 📝 to keep it internal. Capital letters and leading spaces don't matter, but the colon must come straight after "note". If you edit a reply that was already sent so that it starts with note:, Thorpe removes it from the customer's DM.
What's next
- Private requests explains how replies reach the customer in a direct message.
- Requests and the triage card lists the other card buttons.