Internal Notes

Internal Notes allow team members to collaborate and coordinate on customer issues directly within a conversation thread. Customers cannot see internal notes.

Adding an Internal Note

To write a note:

1. Look below the text composer for the tab switcher.
2. Toggle from Reply to Internal Note (the input background will turn yellow).
3. Type your note.
4. Use @mentions to tag a team member (e.g., @sarah).
5. Click Add Note.

+-----------------------------------------------------------+
|  [ Reply ]  [* Internal Note *]                            |
|-----------------------------------------------------------|
| @sarah, I've checked the CRM and the client is gold tier. |
| Can you authorize the refund override?                    |
|                                                           |
|                                            [ Add Note ]   |
+-----------------------------------------------------------+

Mentions & Notifications

When you tag an agent or manager using @username in a note:

• The mentioned user receives an in-app notification.
• If they are offline, they receive an email alert with a direct link to the conversation.
• The note is highlighted in their personal feed.

Best Practices for Notes

• Handing Off: Always leave a brief note when transferring a conversation to another agent or queue. This saves the next agent from having to read the entire chat history.
• Root Cause Logging: When solving a difficult issue, log a note explaining how it was resolved (e.g., #resolved by applying credit).
• AI Summary integration: If a conversation has been handled by an AI Agent prior to handoff, look for the automated AI summary note pinned at the start of the human handoff event.