Internal notes

An internal note is a private comment on a conversation for your team: a caveat, a phone call, or anything you'd never put in a reply. Only your team sees it. It is never sent to the customer and never leaves the app.

Add a note

You can write a note in either of two places.

From the reply box:

1. Go to Inbox and open the conversation.
2. Above the reply box, click the Notes tab.
3. Write your note. A note can be up to 4,096 characters, and a counter shows how many you've used.
4. Click Save note, or press Ctrl + Enter.

You'll see "Note saved. Only your team can see it." Click the Reply tab to go back to replying.

From the customer panel:

1. In the customer panel on the right, open the Internal notes section.
2. Write your note in the box.
3. Click Save note.

Press Esc while writing to discard the note.

Read notes

Saved notes are listed under Internal notes in the customer panel, each with its author and when it was written. A note that has been changed is marked edited.

In the conversation list, a row shows how many internal notes the conversation has, for example "2 internal notes".

Edit or delete a note

You can edit or delete only the notes you wrote.

To edit a note:

1. Under Internal notes, find your note and click Edit this note.
2. Change the text.
3. Click Save changes.

To delete a note:

1. Find your note and click Delete this note.
2. Click Delete note to confirm, or Keep it to cancel.

A deleted note keeps its place in the list and shows "This note was deleted." Its text is gone, but your team can still see that something was removed and by whom.

If a note won't save

If you see "The note was not saved", try again. Nothing was sent to the customer either way.

Related

• The customer panel
• Take, give back and hand over conversations: add a reason when you hand over, too