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
   

Set up "Add internal note" action node:

1. Click on the Add internal note action node to open up its node form, which will appear on the right side of the screen

2. The node form contains the following fields for you to configure your action:

• Notify team member (Optional): Select a team member from the dropdown to send them a notification of this note. 
• Message: Enter the internal note content here. You can insert variables, such as the contact’s name, to fill in details for each contact.