Reply in context and keep the team in the loop
Quote the exact message you’re answering, pin the ones that matter so you can find them later, leave private notes only your team can see, and never lose a half-written reply.
Quoted replies
Answer a specific message so nothing gets mixed up.
Private notes
Internal notes in the thread — saved locally, never sent.
Pinned messages
Pin an address, an order number or an agreed price — every pin is listed in the chat’s Pinned tab.
Drafts per chat
Switch conversations freely; your draft is waiting when you return.
Replies, notes & pins in 4 steps
Reply
Hover a message and click Reply — it appears quoted above the composer.
Pin
Hover a message and click the pin — open the Pinned tab to see them all and jump back to any one.
Note
Switch to note mode to write something only your team sees.
Come back
Leave mid-sentence; the draft is restored when you open the chat again.
Context that survives handovers
Notes like “customer prefers calls after 6pm” stay with the conversation for whoever picks it up next.
- Amber note bubbles, clearly internal
- Never sent to the customer
- Stored encrypted on your computer
Answer a specific message so nothing gets mixed up.
Find anything
Search across chats and messages, jump to a date, pin important conversations.
- Full-text search
- Jump to any date
- Pinned messages tab in every chat
- Pinned, unread and channel filters
Internal notes in the thread — saved locally, never sent.
The specifics
Text, media and voice notes.
Never delivered.
Bookmarks for you — never sent to the customer.
Restored automatically.
Plus jump-to-date.
Frequently asked questions
Can customers ever see private notes?
No. Notes are stored on your computer and are never sent through WhatsApp, Messenger or SMS.
Does the customer know when I pin a message?
No. A pin is a bookmark on your computer — nothing is sent to the customer.
Stop losing customers in the inbox
ThreadWave is rolling out to businesses now. Tell us about your team and we’ll get you set up.