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Internal notes are private messages attached to a conversation. The customer never sees them. Use notes to leave context for colleagues, document what was discussed, or hand off a conversation with full background.

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Add a note

  1. Open the conversation.
  2. In the right-side panel, scroll to the Notes section.
  3. Click Add note.
  4. Type your note and click Save.
The note appears in the notes panel with your name and timestamp. All team members with access to the conversation can read it.

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What to use notes for

Handoffs — When you reassign a conversation, add a note summarising what’s been discussed and what the customer needs next. The new agent picks up without having to re-read the full message history. Context — Record information that came from a phone call, email, or in-person meeting that isn’t captured in the WhatsApp thread. Escalation notes — Document why a conversation was escalated to a senior agent or manager. Customer flags — Note anything unusual about the customer that future agents should know, such as a pricing agreement or a complaint that was handled.

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Delete a note

Click the Delete icon next to a note to remove it. Deletion is permanent.
Notes are scoped to the conversation, not the contact. If you want to record something about the contact that persists across all their conversations, use the contact’s profile fields or add a note from the contact record instead.