There is an option to discuss the customer’s conversation with another fellow agent if you need some more clarification. This option is available just beside the Reply tab, named Private Note.
Type ‘@’ in the Private Note Window and all agents who have been added to this team will be listed. Select the agent and type in the message that you want to consult with this agent.
Click on Add Note to send the message. You can see a locked sign on the message that you sent. This message will not be visible to the customer.