The customer's name will be highlighted. A message will be sent to the customer that only the intended customer will be able to see. Private messages can only be seen by the merchant, and the customer who sent or received the private message. Public messages can be seen by the merchant and all customers in the room. A customer can only send a Private message to the merchant, not to another customer in the room.
Customers can, however, communicate with each other via Public messages that the whole room can see.