Internal notes

Internal notes are agent-to-agent messages stored on the same conversation thread as the visitor's chat. The visitor never sees them: not in the widget, not in transcripts, not anywhere.

Adding a note

In the reply form, tick Internal note (only visible to agents) before sending. The message is saved with type: note and rendered with a yellow background in the agent inbox.

Untick it for normal replies. The form remembers the last state per conversation, so once you've made one note you can keep adding notes without re-ticking each time — convenient for a thread you're investigating.

What notes are good for

• "Be careful with this one — they yelled at billing last week."
• "I checked their account, the charge they're disputing is legitimate. Will explain it."
• "Hand-off to @sarah — she set up their integration." (See @mentions.)
• Linking a ticket — paste a TK-… reference if you escalated.

What we never broadcast

• Notes don't trigger the widget's WebSocket push.
• Notes don't appear in the visitor's chat history fetch.
• The conversation transcript downloaded as part of chat-to-ticket conversion excludes them.

@mentions

Typing @<colleague-name> inside a note pings them via in-app notification. The mention bell in the navbar shows unread mentions across all your conversations and tickets. See Mentions.

Editing or deleting

Notes are permanent (no edit / delete). This is deliberate — they're part of the audit trail. If you need to retract something, write a new note saying "scratch the previous note, here's the correction".