Internal notes for agents
Overview
Agents can add Internal Notes to any type of interaction.
These notes are visible only within the organization and are never shown to the customer.
Click the Internal Note icon.
Write your note in the text field and Save.
Once saved, the note appears within the interaction and remains visible only to Agents and Supervisors.
Email Channel – Notes Editing
FROM VERSION 3.56.0
For Email channel interactions, Agents can edit an existing internal note by clicking the pencil icon ✏️ next to the note.
The updated note is automatically saved and remains internal to the organization.
Supervisor Access
Supervisors can:
Spy on any interaction directly from the Interactions List.
Insert Internal Notes visible only to Agents (not to customers).
This allows supervisors to guide or provide feedback without exposing internal communication to customers.