Skip to main content
Notes store internal context on the contact — promises made, account IDs, escalation history. Customers never see notes.

​
Add a note

  1. Open the conversation in the Inbox.
  2. Click Add note.
  3. Enter the note and Save.
Use notes before assigning a chat so the next agent has context.
Prefer short, dated bullets (2026-08-08: Waiting on invoice from finance) over long paragraphs.