You can easily add internal notes to a conversation. They are only visible to your team, remain saved in the conversation, and can be edited or deleted at any time.
Adding an internal note
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Open the conversation where you want to add an internal note.
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Click the blue button labeled Internal notes at the top right.
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Write your note and save it.
Important to know
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Internal notes are not visible to the customer.
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The note remains visible in the conversation, even if it’s archived.
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You can edit or delete the note later if it’s no longer relevant.
Overview
| Action | Where? | Notes |
|---|---|---|
| Add internal note | Blue "Internal notes" button at top right | Only visible to your team |
| Edit internal note | Click the note and select 'Edit' | Can be changed anytime |
| Delete internal note | Click the note and select 'Delete' | Useful for outdated information |
Tip
Use internal notes to give teammates context or additional information without the customer seeing it.