Inbox & Team
Using Internal Notes
Leave private notes on any conversation to brief your teammates — customers never see them.
3 min
Beginner
How to do it
Open the conversation
Click the conversation in the Inbox to open it.
Switch to the "Note" tab in the composer
At the bottom of the conversation, you will see two tabs next to the message box: Reply and Note. Click Note.
Type your internal note
Write your note — e.g. "Customer is a VIP, escalate if unresolved by EOD" — and click Save Note.
Note appears in the conversation thread
The note appears in the message thread with a distinct yellow background so agents can easily distinguish it from customer messages. It is never sent to the customer.
Notes cannot be edited: Once saved, an internal note cannot be modified. If you need to correct it, add a new note with the updated information.