Internal notes
Leave context for your team on a conversation, mention a colleague, and keep it invisible to the visitor.
A note is a comment on a conversation that only your team can see. A reply is a message the visitor receives. They are separate composers in the conversation view, and it is worth being sure which one you are typing in.
| Note | Reply | |
|---|---|---|
| Visible to the visitor | No | Yes |
| Delivered on the channel | No | Yes |
| Can mention a teammate | Yes | No |
| Length | Up to 4,000 characters | Channel-dependent |
Adding a note
Open the conversation, switch to Notes, and write. Notes stay with the conversation, so the next agent to pick it up reads the context rather than asking the customer to repeat themselves.
Good notes are the ones a colleague needs: what you already checked, what the customer actually wants, what you promised, and what is still outstanding.
Mentions
Write @ and pick a teammate. They get a notification — in the bell feed, and by web push if they have it enabled. Use a mention when you need a specific person, not as a general broadcast.
A mention notifies; it does not assign. If you want someone to own the conversation, use Assign as well — see Claim and reply.
Who can write notes
Anyone who can work the inbox, viewers included.
Where to go next
Last updated