Using internal notes on conversations

Internal notes are private messages visible only to your team — customers never see them.

When to use notes

• Handoff context — "Customer wants a refund for order #123, already verified identity"
• Follow-up reminders — "Call back tomorrow at 3 PM"
• Important info — "VIP customer, handle with priority"
• Issue tracking — "Bug reported, forwarded to engineering team"

Adding a note

1. Open the conversation
2. Click the 📝 Notes button in the header
3. Type your note
4. Click "Add Note"

The note appears in the conversation's activity timeline with a distinct yellow/amber color so it's clearly different from customer messages.

Viewing notes

Notes appear in two places:

1. Notes panel — Click the 📝 icon to see all notes for this contact
2. Activity timeline — Notes appear chronologically alongside messages, calls, and stage changes

Who can see notes?

• ✅ All team members with access to the conversation
• ❌ The customer (notes are NEVER sent to WhatsApp)

Deleting notes

1. Hover over the note
2. Click the delete icon
3. Confirm deletion

⚠️ Deleted notes cannot be recovered.

Tips

1. Keep notes concise — bullet points work best
2. Always add a note when reassigning a conversation
3. Use notes to document customer preferences
4. Tag teammates with @mentions (if supported)
5. Notes are searchable — use keywords for easy retrieval later