Internal notes: leave a note for a teammate without the customer seeing it
Information like "this customer got a price yesterday, will ask for a discount" gets lost in team WhatsApp groups. An internal note puts the same information inside the conversation; the customer does not see it, everyone who opens the conversation does. This is how context travels during a handoff.
Press the lock icon next to the reply box; the box switches to internal-note mode. Write the note and send — it does not go to the customer, it is visible to the team inside the conversation. To get someone's attention, mention their name with @; they see it in the "Mentions" list. The handoff note you write when transferring also goes as an internal note.
What you provide
- The habit of writing the note inside the conversation (instead of a group message)
- Short, concrete notes: what happened, what is expected
- Mentioning a name with @ when you need something from someone
What Chatinbox does
- Shows the team the handoff + internal note flow during onboarding
- Sets up mention notifications
- Reviews the note habit with you in the first week
- How to write an internal note
- Getting attention with @mention
- The handoff note
- What to write and what not to
Step by step
Press the lock icon
In the toolbar under the reply box there is a lock-icon "Internal Note" button. Press it and the box switches to internal-note mode; the colour changes so it is clear it will not go to the customer.
Write the note, send
Be concrete: "Quoted 2,500 yesterday, asked about instalments." The note sits inside the conversation in a box visible to the team; nothing appears on the customer's side.
Does not go to the customerMention someone with @
Write "@Ayşe could you take a look" in the note. It lands in Ayşe's "Mentions" list in the team panel and she gets a notification. A note without a mention stays quiet; whoever opens the conversation sees it.
The handoff note
When you transfer a conversation, the "Handoff Note" field goes as an internal note. The person taking over sees it first when they open the conversation. Details: conversation handoff.
What to write and what not to
Write
- The quote given, the price discussed, the date promised
- What the customer is sensitive about ("shipping was late last time, upset")
- The next step and who does it
- The reason for a handoff
Don't write
- Hurtful comments about the customer — the record stays, the team reads it
- Unnecessary personal data such as health or ID details
- Long discussions — one topic, one note
- Information the customer should be told — that is a normal message
Let's move team knowledge inside the conversation
In a 15 minute call we try the handoff + internal note flow with your own team.
Panel icon and tab names can change. This page was checked against the interface recording on 18 August 2026.
