Internal notes let you and your team add private comments to conversations. They are only visible to your team (never to the customer) and help keep collaboration and documentation inside the context of the conversation.
Why should I use internal notes?
Use internal notes in Superchat to:
Communicate internally: Share updates, instructions, or feedback without leaving the conversation.
Tag teammates with @mentions: Assign tasks or bring someone’s attention directly to a conversation.
Keep records: Use notes as documentation for important customer interactions.
React quickly: Add emoji reactions to notes for simple approvals or quick feedback.
Who can use internal notes?
All users can create internal notes.
Only the creator of a note can edit or delete it.
Create Internal Notes
1. In the chat composer, switch from Message to Note.
2. Write your note.
3. Use @mentions by either clicking the @ button or type @ and select a teammate.
You can only tag teammates who have access to this conversation (i.e., to this inbox).
If a teammate doesn’t show up, they don’t have access to the inbox.
4. Send the note. It will appear in the conversation as an internal entry, visible only to your team.
In the Contact sidebar within the Unified Inbox, you’ll also find an overview of all internal notes for that contact.
Manage & Delete Internal Notes
Edit a note
1. Click the … menu on your note (either in the chat timeline or in the Notes sidebar).
2. Select Edit.
Delete a note
1. Click the … menu on your note (in the chat timeline or Notes sidebar).
2. Select Delete.
Please note: You can only edit or delete your own notes. If the three dots menu is missing, the note was created by someone else.
FAQ
Can I add files or attachments to notes?
Can I add files or attachments to notes?
No, adding files or attachments to notes is not supported at the moment.
Do internal notes show up in exports?
Do internal notes show up in exports?
Yes, internal notes are included in conversation exports.
Will my teammate always get notified if I @mention them?
Will my teammate always get notified if I @mention them?
Yes, they will - provided they have notifications for mentions enabled. Teammates can adjust this in their personal notification settings.
What if I need to discuss something sensitive that not everyone with access to the conversation should see?
What if I need to discuss something sensitive that not everyone with access to the conversation should see?
In that case, don’t use an internal note. Instead, share the message or conversation directly with a teammate or group in Team Chat, and continue the discussion there.