Notes

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.

Attachments and actions

A note can carry file attachments — a screenshot of a supplier's reply, a photo the customer sent by another channel, a PDF you were emailed separately. Attaching it to a note keeps it on the conversation record rather than in your inbox.

A note can also carry macro actions, so you can leave the note and tag, assign, snooze or close in the same submit. "Note what happened, then hand to the right person" is one action, not three.

Things to know

• Notes can't be edited or deleted. Write them as a permanent record.
• There are no @mentions. Writing a colleague's name in a note doesn't notify them — reassign the conversation to get their attention.
• Notes are counted in agent metrics, so internal coordination is visible in reporting alongside customer replies.