Internal Notes

Internal notes let you leave messages on a customer's conversation thread that are visible to your team but invisible to the customer. Use them to share context, flag special situations, or record what happened on a phone call.

What Are Internal Notes?

An internal note is a message attached to a customer conversation that only your team can see. The customer never sees it in SMS, email, or the customer portal.

Notes appear in the conversation timeline alongside real messages and system events, but they have a distinct style so your team can tell them apart at a glance.

How to Add a Note

1. Open a customer conversation in the messaging inbox.
2. Look at the compose area at the bottom of the screen. You will see tabs for SMS, Email, and Note.
3. Click the Note tab.

1. Type your note in the text area.
2. Click Add Note.
3. The note appears immediately in the conversation timeline with a "Note" label so it stands out from customer-facing messages.

Who Can See Notes

Everyone on your team who has access to the Messages section can see internal notes. There are no separate permissions for notes. If a team member can view the conversation, they can see all notes in it.

Customers never see internal notes. Notes are not included in any SMS, email, notification, or customer-facing view.

When to Use Notes

Internal notes work well in several common situations:

After a Phone Call

Summarize what you discussed so the rest of the team knows what happened. Include any commitments you made or questions the customer asked.

Example: "Spoke with John on the phone. He wants to wait until April to start. Will follow up first week of April."

Before Handing Off a Client

If you are reassigning a conversation to another rep, add a note with the context they need. Save them from having to read through the entire conversation history.

Example: "Sarah is taking over this account. Customer prefers text over email. Already sent two estimates. They liked Option B but want the driveway added."

Flagging Special Pricing or Requirements

Record anything unusual about the customer or the job that your team should know.

Example: "VIP customer. Always offer the 3-service bundle. Referred us three clients last year."

Recording a Lost Reason

When a customer decides not to move forward, note why. This information is valuable for spotting patterns over time.

Example: "Went with a competitor. Said we were $200 higher on the house wash."

Tips

• Notes are searchable. When you search the inbox, your query checks note content too.
• Add a note before reassigning a conversation. The next person on your team will have the context they need from the start.
• Notes are ideal for preserving context on conversations that still need a response. Use them to explain the next step before assigning or resolving the thread.
• Keep notes factual and concise. Write what happened, what was decided, and what needs to happen next.