Internal notes
Last updated: September 9, 2026
Internal notes allow agents to leave information about a conversation that is only visible to the team. The visitor does not see these notes.
Create a Note
- Open a conversation
- Switch to the "Notes" tab
- Write your note
- Click "Save"
Use Cases
- Context for colleagues: "Customer has already called 3 times about this issue"
- Handoff hints: "Please offer the customer the discount code XYZ"
- Internal coordination: "Need to consult with tech, ticket #123 created"
- Escalation reason: "VIP customer, please handle with priority"
Visibility
| Role | Can see notes? | Can create notes? |
|---|---|---|
| Owner / Admin | Yes | Yes |
| Manager | Yes | Yes |
| Agent | Yes | Yes |
| Lite Seat | Yes | No |
| Visitor | No | — |
Notes are not included in transcripts or exports to visitors.