Internal Notes
Add internal notes to conversations that are only visible to your team.
What Are Internal Notes?
Internal notes are:
- Private - Not sent to the customer
- Team visible - All team members can see them
- Persistent - Saved with the conversation
- Contextual - Help with handoffs
Adding Notes
Open Conversation
Click on a chat in Team Inbox
Click Notes
Click the Notes tab or icon
Write Note
Enter your internal note
Save
Click Save - note is added to conversation
Use Cases
| Use Case | Example Note |
|---|
| Handoff | ”Customer prefers morning calls” |
| Context | ”VIP customer - handle with care” |
| Follow-up | ”Promised callback on Friday” |
| Issue | ”Previous complaint about shipping” |
Notes are internal only. Double-check you’re adding a note, not sending a message!
