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Internal notes are comments that stay inside the conversation and only your team can see. They are never sent to the contact, on any channel. Use notes to pass on context, record agreements and keep a complete history for whoever serves the customer next.

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When to use notes

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How to add a note

1

Open the conversation

In Conversations, open the conversation. If it is not yours yet, click Assign to me.
2

Switch to Note mode

Above the message box, click the Message selector and choose Note. The box changes color and shows Write an internal note….
3

Write and send

Type the note and press Enter to send. Use Shift+Enter for a new line. The confirmation Note added successfully appears.
4

Switch back to Message mode

To reply to the customer, click the selector and choose Message again.
In Note mode, the attach media and templates buttons are disabled. Notes are text only.

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Where notes appear

  • In the conversation history, between messages, in the note color that sets them apart from what the customer received.
  • In the side panel, in the Conversation tab, under Notes. Each note shows its author and date.
Some notes carry markers such as Assignment or High Priority.

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Reply to a note

Hover over the note, open the three-dot menu and click Quote. The message box stays in Note mode, quoting the original note. This keeps the internal discussion organized without sending anything to the customer.

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Notes when you cannot send messages

You can write notes even when sending messages is blocked:
  • On the WhatsApp Business API, outside the 24-hour window, while you wait for a reply to a template.
  • On Instagram, after 7 days without a message from the contact.
While the AI agent is handling the conversation, the message box is replaced by the AI Agent Active notice. To write a note, click Take Over first.

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AI agent notes

With the Add Note skill, the AI agent records summaries and observations during the conversation, for example the data collected during qualification. Configure the agent to leave a note before transferring. That way, the team member starts out knowing what was already discussed. Configure skills →

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Best practices

  • Write for someone who does not know the case: what the customer wants, what was done and what is missing.
  • Record agreed dates and amounts. They are the reference if there is a disagreement.
  • Do not record passwords, card data or full ID documents in notes.
  • Conversation notes stay with the conversation. To record something that follows the process, use Note on the Pipeline deal.
Deals →

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Next steps

Transfer a conversation

Transfer with context to another team, another team member or the AI.

Close a conversation

Record resolution notes when closing.