Add internal note
The “Add internal note” action inserts a private note into the customer’s conversation, visible only to your internal team. This is useful for documenting key information, sharing context with colleagues, or tracking decisions made throughout the conversation, or tagging an agent to reply to the end-customer
Use “Add internal note” action node to:
- Record important details about a customer interaction
- Share handover notes between team members
- Tag teammates for follow-up or internal discussion
ℹ️ Internal notes are not visible to customers and are intended for team collaboration and record-keeping only.
Set up "Add internal note" action node:
- Click on the Add internal note action node to open up its node form, which will appear on the right side of the screen
- The node form contains the following fields for you to configure your action:
- Message: Enter the internal note content here
You can also tag a specific team member by typing “@” and the team member’s name. When the message is sent out, the tagged team member will receive a notification and see the message in their Inbox.
