Write an internal note

An internal note is a message only your team sees. The Contact never sees it.

1. In the message box, choose “Internal note” instead of “Reply”.
2. Write the note. The box changes colour so you do not mix them up.
3. Click “Add note”, or press Enter.

The note shows in the conversation, marked “Internal note”.

Good to know

• A note does not assign the conversation and is not a reply to the Contact.
• A note does not start auto-resolve.
• A note is never sent to your App’s webhook.
• You can add a note even when the Contact is blocked.

Use notes to hand context to another member before you assign them the conversation.