Internal notes: leave a note for your team without the customer seeing it
Add a short internal note to the conversation when information should stay with the team instead of being sent as a customer reply. Internal Note mode uses a yellow composer and an explicit warning that the customer cannot see the note.
Select Internal Note below the reply field. When the composer turns yellow, write a short note and select Add Note once. The entry appears in the conversation for the team with an Internal Note label; no normal customer message is added.
What you provide
- A short, specific detail the team needs
- A check that the yellow Internal Note composer and warning are visible
- One Add Note action followed by verification of the entry
What Chatinbox shows
- A visible Internal Note control and yellow note mode
- An explicit warning that the customer cannot see the note
- The saved entry inside the conversation with an Internal Note label
- Open Internal Note mode
- Check the yellow safety warning
- Add the note once
- Verify the internal-note entry
Step by step
Select Internal Note
Open the conversation and select "Internal Note" below the reply field. The composer turns yellow and displays a warning that the customer cannot see the note.
Write a short note
Enter only the specific detail the team needs. Before adding it, confirm that the yellow composer and Internal Note warning are still visible.
Select Add Note once
The entry appears in the conversation with an "Internal Note" label. The composer clears and no normal customer message is added.
Not sent to the customerWhat to write and what not to write
Write
- The quote or price discussed
- A promised date and the next step
- A short detail the team must check
- Who should follow up
Do not write
- Hurtful comments about the customer
- Unnecessary health, identity, or other sensitive data
- A long team discussion
- Information that belongs in a normal customer reply
Keep team context inside the conversation
In a 15 minute call, try the Internal Note flow with your team.
Button names and the interface may change over time. This page was checked against a signed-in synthetic tenant recording on 29 August 2026.
