Add an internal note to a conversation

An internal note is a comment you leave on a customer’s conversation for your own team. It sits in the thread where everyone will see it, but it is never sent to the customer — not by text, not by email, not through the chat widget. Use it for the context that does not belong in a reply: “quoted him $400 on the phone, do not re-quote”, “this is the sister of the Oakwood job”, “waiting on the part, chase Thursday”.

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Add a note

1. Open the conversation in the Inbox.
2. Above the reply box, click Note. The box switches to note mode: a padlock appears with Internal note and “Only your team can see this”, and the placeholder changes to “Add an internal note…”.
3. Type the note. The counter under the box allows 10,000 characters, and basic formatting works as it does in a reply.
4. Click Add note. You get a “Note added” confirmation and the note appears in the thread straight away.

Click Reply to switch back to writing to the customer. Nothing you typed in one mode is sent in the other. A note in the thread is a full-width card, set apart from the message bubbles, headed with a padlock, Internal note, who wrote it, and when. A note that has been changed since also shows Edited with the time.

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Mention a teammate

Type @ anywhere in a note and a list of teammates opens. Keep typing to narrow it, then pick a name — it goes in as a chip rather than plain text, which is what makes the mention count. The list only offers people who can actually open this conversation: active users on this account, with Inbox access to this conversation’s location. Somebody whose role limits them to their own assigned conversations is left out, unless this conversation is assigned to them. Somebody you have invited who has not accepted yet is left out too, because a mention would reach nobody. A mention emails the person according to their own notification rules — see When notes email you. You can mention up to 50 people in one note.

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Edit or delete your own note

The ⋮ menu on a note you wrote offers:

• Edit — opens the note for editing in place. Save keeps the change, Cancel backs out. You get “Note updated”, and the note is marked Edited from then on. Editing does not email anyone, including people you mentioned.
• Delete — asks “Are you sure you want to delete this note? This cannot be undone.” in a Delete note window first.

Only the person who wrote a note can edit or delete it. There is no menu on somebody else’s note. If somebody deletes a note while you have the edit box open, saving tells you “This note was deleted and can no longer be edited.”

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The Internal Notes panel

The panel beside the thread has an Internal Notes section carrying the number of notes on the conversation and the most recent few, each with its author and date. With none yet it reads “No internal notes have been added.” Create Note at the bottom of that section jumps you to the reply box with Note already selected.

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When notes email you

Notes have their own notification event, so you decide how much you hear about them.

1. In the left sidebar, click the circle with your initials, then Settings, then Notifications under User.
2. Click Create Notification and set Event Category to Inbox and Event Type to Internal Note Added.
3. Under Notify me for, choose how wide the rule is:
   • All notes (all conversations) — every note anyone writes
   • All notes (assigned conversations only) — notes on conversations assigned to you
   • Direct mentions only — only notes that @mention you. This is where the field starts.
4. Save the rule.

These emails only ever go out Instantly; there is no digest for notes. You are never emailed about a note you wrote yourself, and you get one email per note, however many of your rules it matched. Editing a note sends nothing. For everything else on that page, see Set your notification rules.

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What notes never do

• They are never delivered to the customer, on any channel.
• They do not count towards the unread dot or the unread totals in the Inbox.
• They do not change a conversation’s channel, and they do not appear in the customer-facing record of the conversation.
• They do not reopen a closed conversation or move it in anyone’s list.

Because a note needs no way of reaching the customer, you can write one on a conversation you cannot reply to. A contact who has unsubscribed, or has no phone number or email address on file, still takes notes — the reason you cannot reply is shown in Reply mode and goes away when you switch to Note.

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Troubleshooting

There is no Note option above the reply box. Notes need the same permission as replying to conversations. If you can read threads but not send, you cannot write notes either — ask whoever administers your account. Notes are also not offered on a task’s Conversation tab, only in the Inbox itself. Open the conversation there to write one — it is the same thread, so the note shows up on both. Nobody appears when I type @. The list is limited to people who can open this particular conversation. A teammate with no Inbox access, no access to this location, or who only sees their own assigned conversations is not offered — and neither is anyone who has not accepted their invitation yet. “Could not load teammates. Try again.” The list of names could not be fetched. Try the @ again. “Your session has expired. Reload to mention someone.” You have been signed out in another tab. Reload the page and sign in again; copy the note text out first. I mentioned someone and they got no email. Their own notification rules decide that. Check they have an Internal Note Added rule at all — without one, a mention still shows in the thread but sends no email. I can’t edit a note a colleague wrote. That is deliberate. Ask them to change it, or add your own note underneath.