Internal notes: what your customer never sees

Above the box you type in there are two tabs: Reply and Internal note. Reply goes to the customer. A note does not.

What a note is for

The things you know that are not an answer:

• What you have already checked, so the next person does not check it again.
• Why you are handing it over.
• The account or order this is really about, when the customer has not said.
• That this is the third time this week somebody has asked about the same page.

How sure you can be that it stays internal

This is the question worth answering properly, because the cost of being wrong is high.

Notes and replies travel on different channels. Agents are on a workspace channel that carries everything. The visitor’s chat window is on a separate channel that carries only messages meant for them, and notes are never put on it. It is not a flag on a message that something might forget to check; the note does not go down the visitor’s connection at all.

Notes are also excluded from anything sent outwards: they are not in the transcript emailed to the customer, and they are not in the copy of a conversation produced when somebody asks for their data.

Writing a useful one

The test is whether a colleague picking this up cold could act on it without asking you anything.

Checked the order, it did ship, DHL have it as left with a neighbour. They are adamant nobody took it in. I would just resend rather than argue about it.

That is useful. “Spoke to customer” is not.

Notes do not change whose turn it is

Adding a note does not count as answering, so a conversation waiting on a reply still shows as waiting. That is on purpose: a queue that empties because people wrote notes in it would be worse than no queue.

Last updated 22 September 2026.