Internal notes on a conversation

An internal note is something you jot down inside a conversation for your team: “They phoned, I will call back on Thursday”, “Regular customer, apply the usual discount”. The whole team sees it, the customer never receives it and the AI does not read it. You write it in the same box as replies, by switching from Reply to Internal note.

Before you start

• Role. The whole team reads the notes, including anyone with the Read only role. To write them you need the Member, Admin or Owner role.
• They belong to the team, not to you. A note cannot be hidden from a colleague: whoever can read the conversation can read its notes.

Write a note

1. Go to Conversations and open the conversation.

2. Above the reply box, switch from Reply to Internal note. The box changes its look and tells you: “Only your team sees this note”.

3. Write the note. It takes up to 2,000 characters.

4. Press Save note, or the Enter key. Shift + Enter starts a new line.

The note appears in the conversation, between the messages, at the time you wrote it, with your name and the label Internal note · “Only your team sees it”. Your colleagues see it at once if they have the conversation open.

What happens when you save a note, and what does not

• The customer does not receive it. It does not go out through your website chat, WhatsApp or Instagram.
• The AI does not read it. If the agent is still replying in that conversation, it takes no account of what the note says. For the agent to know something, add it to its knowledge.
• It does not change who handles the conversation. Saving a note does not take over: if the AI was replying, it keeps replying. Sending a reply, on the other hand, does take over.
• It notifies nobody. It produces no notification and no email. If you need a colleague to deal with it, assign them the conversation: see tags and assignment.
• It uses no credits.

Edit or delete a note

1. In the conversation, find the note and press Edit the note or Delete the note.

2. When editing, change the text and press Save note. The note is marked as “edited”.

3. When deleting, confirm. The note disappears for the whole team and this cannot be undone.

A note can be changed by whoever wrote it. An Admin or an Owner can change anyone’s. If it is not yours and you are not an admin, you see “Only the person who wrote the note, or an admin, can change it”.

The notes of someone who is no longer on the team are kept, signed “Former member”.

What they are good for in a small team

• Handing over. Whoever closes the shift notes where things stand with the customer, and whoever opens reads it before replying.
• Keeping what happened outside the chat. A phone call, a visit to the shop, a verbal agreement.
• Explaining a decision. Why an exception was made or a different price was offered.

Limits

• Up to 2,000 characters per note.
• Up to 200 notes per conversation. When you reach it, a notice asks you to delete one to add another.
• Text only. They take no images or files.
• They cannot be searched. The search under Conversations looks in the messages and the customer’s details, not in the notes.

To note something about a contact who has left their details, rather than about one conversation, use the lead’s notes: see leads: what your agent collects.