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Internal notes are private annotations on a conversation. They live in the same timeline as customer messages but are only ever visible to your team. Use them to hand off context, ask a teammate a question, or record what you tried before the customer reads the next reply.
Internal notes are available on Growth and above (paywall key tickets.add_internal_note). Starter shows the composer toggle but blocks posting.

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Add a note

In any conversation, toggle Note in the composer (or press n). The composer turns yellow so you can’t confuse it with a customer reply. Write your message, then send with Cmd/Ctrl + Enter. The note appears inline in the timeline, tagged Internal, with your avatar. The customer never sees it. Nothing is sent to email, WhatsApp, or any other channel.

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Mention a teammate

Type @ to open a teammate picker. Pick a name; the note now mentions them. Mentioned teammates get:
  • A real-time desktop notification (if they’ve granted permission).
  • An email summarising the note + a deep link back to the conversation.
  • The conversation surfaces in their Mentioning me filter in the inbox.
You can mention several people in one note. Useful for triaging a thorny ticket: @Sanne @Joost — both of you should weigh in on the refund here.

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What to use notes for

  • Handoff context — “Customer already tried the reset twice; tried clearing cache. Next step is checking with engineering.”
  • Asking a colleague — “@Joost is the policy still 30 days for damaged items?”
  • Recording an off-platform action — “Refunded €120 manually in Stripe, ref ch_3abc.”
  • Notes-to-self — “Follow up Monday if no reply.”

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What not to use notes for

  • A reply to the customer. Toggle Note off and use the regular composer.
  • Long discussions. Notes scale poorly past 3-4 back-and-forths — move to Slack or a quick call and link back.

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Markdown

Notes support basic Markdown: **bold**, _italic_, `inline code`, and - bulleted lists. Useful when you’re pasting log lines or short snippets.

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Permissions

Anyone on the workspace can add a note. Notes can’t be edited after sending — if you need to correct one, add a follow-up note. Deleting a note requires admin role and is logged in the audit log.

Replying to conversations

Composer, AI drafts, keyboard shortcuts.

Members & roles

Who’s on the workspace, and who can do what.