Private Notes - Internal Notes on a Conversation
Leave internal notes inside a conversation that only your team can see, to share context and coordinate on a customer.
Overview
Private Notes are internal messages you add inside a conversation. They appear in the thread for your team but are never sent to the customer. Use them to leave context, flag something for a teammate, or record a decision.
Add a private note
- Open the conversation in the inbox
- Switch the composer to Private Note
- Type your note (you can mention details, next steps, or context for the next agent)
- Save it
The note is visible to your team in the conversation, styled differently from customer messages so it is never confused with a real reply.
Note: Private notes stay internal. Double-check you are in Private Note mode before typing anything you would not want the customer to read.
Private Notes vs. Notes
- Private Notes live inside the conversation thread and are about this conversation
- Notes live in the contact's details panel and are lasting notes about the customer
Next Steps
Reminders - Follow Up on Conversations at the Right Time
Set a reminder on a conversation so it resurfaces when you need to follow up, so nothing slips through the cracks.
Switch to Bot Mode - Hand a Conversation Back to Automation
Return a conversation to your automated bot so it resumes handling replies, after a human agent has stepped in.