Create a note and a private note in a conversation

Notes let you add internal information to a conversation without the customer seeing it. There are two kinds of notes:

• Note — Visible to your whole agent team.
• Private note — Visible only to you, the agent who created it.

1. Open the conversation.
2. Type the note text in the composer.
3. Click Create note (instead of Send).

The note is added to the conversation stream and stays visible to the team, but the customer never sees it.

1. Open the conversation.
2. Type the note text in the composer.
3. Click the chevron next to the Create note button and choose Create private note.

Private notes work exactly like normal notes, except only you can read them — they are useful for personal reminders, follow-ups, or drafts you do not want to share yet.