> ## Documentation Index
> Fetch the complete documentation index at: https://docs.keloa.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Internal notes

> Talk to your team inside a conversation — without ever sending the customer a thing.

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.

<Note>
  Internal notes are available on **Growth** and above (paywall key `tickets.add_internal_note`). Starter shows the composer toggle but blocks posting.
</Note>

## Add a note

In any conversation, toggle **Note** in the composer (or press <kbd>n</kbd>). The composer turns yellow so you can't confuse it with a customer reply.

Write your message, then send with <kbd>Cmd</kbd>/<kbd>Ctrl</kbd> + <kbd>Enter</kbd>. 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.

## 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`.

## 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."*

## 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.

## Markdown

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

## 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.

## Related

<CardGroup cols={2}>
  <Card title="Replying to conversations" icon="reply" href="/inbox/replying">
    Composer, AI drafts, keyboard shortcuts.
  </Card>

  <Card title="Members & roles" icon="users" href="/settings/members-and-roles">
    Who's on the workspace, and who can do what.
  </Card>
</CardGroup>