Notes
Internal notes for leaving context on a conversation
A note is an internal comment on a conversation. Notes are not sent to the customer — they're only visible to your team in the dashboard.
What notes are for
Notes are how you leave context that doesn't belong in a reply. Typical uses:
- Handing off to a teammate — "Reassigning to you — customer is asking about a wholesale order, you handle those."
- Reminding yourself — "Snoozed for 3 days while waiting on supplier to confirm restock."
- Recording offline actions — "Called the customer at 14:30, agreed to refund half the order."
- Flagging something subtle — "This is the third time this customer has reported the same issue — may need to escalate."
If a future agent (including future-you) opens the conversation, the note should give them everything they need to continue without having to reread the whole thread.
Notes vs replies
A reply goes to the customer. A note doesn't. They look distinct in the conversation view so you can never confuse them, but the rule of thumb is: if it would embarrass you to send it to the customer, it's a note.
Notes and the lifecycle
Notes are part of the conversation, not separate from it. They stay attached when the conversation is snoozed, closed, or reopened. When a snoozed conversation comes back to your inbox, the most recent note is usually where you should start reading.