Private notes for your team

Private notes let agents communicate with each other inside a conversation without the customer seeing the messages. They're perfect for sharing context, asking teammates for help, or documenting internal decisions. All without leaving the conversation thread. Think of them as sticky notes attached to a conversation that only your team can read.

Adding a private note

1. Open the conversation where you want to leave an internal comment.
2. In the conversation reply area, click the Note tab.
3. The reply box changes to a yellow background to indicate you are writing a private note.
4. Type your message. You can format text, add links, or attach files just like a regular reply.
5. Click Send (or use the keyboard shortcut) to post the note to the conversation.

The note will appear in the conversation timeline with a distinct yellow highlight so your team can quickly distinguish it from customer-facing messages.

Visibility

Private notes are never visible to customers, regardless of the channel. Whether the conversation originated from live chat, email, or a social media integration. Only agents and administrators with access to the conversation can view them.

Best practices

• Provide context during handoffs: When reassigning a conversation to another agent, leave a private note summarizing what has been discussed and what the customer needs next. This saves your colleague from re-reading the entire thread.
• Tag teammates: If your workspace supports mentions, use them inside notes to draw a specific agent's attention to the conversation.
• Document decisions: Record why a refund was approved, why a ticket was escalated, or any other internal reasoning. This creates a useful audit trail for future reference.
• Keep notes concise: Write clear, actionable comments so teammates can act on them quickly without sifting through long paragraphs.

Common pitfalls

• Forgetting to switch tabs: Always confirm the reply box has the yellow background before typing. If you accidentally stay on the Reply tab, your internal message could be sent directly to the customer.
• Assuming notes trigger notifications automatically: A private note may not alert other agents unless they are assigned to the conversation or explicitly mentioned. Check your notification settings to be sure.

Frequently asked questions

Can customers see private notes in email threads or chat transcripts?

No. Private notes are completely excluded from any customer-facing communication, including email replies, live chat widgets, and exported transcripts shared with customers.

Can I edit or delete a private note after sending it?

Editing and deletion capabilities depend on your account's role permissions. Administrators typically have full control, while agent-level access may vary. Check with your workspace admin if you need to modify a note.

Is there a limit to how many private notes I can add to a conversation?

There is no fixed limit. You can add as many private notes as needed throughout the life of a conversation to keep your team aligned and informed.