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Add an internal note to a conversation

To add a note, open Assignments and click the note icon on the conversation. Type your note in the window that opens and click Save. The note is shown with the conversation for every agent and supervisor who works on it. Customers never see notes. Notes also count in the agent reports.

For: Assignment agent, Assignment userWeb

How to add an internal note to a conversation

  1. Open Assignments from your profile menu.
  2. Click the note icon on the conversation.
  3. Type the note.
  4. Click Save.

When to use it

Meera notes "Customer prefers a callback after 5 pm" before she assigns the conversation to the evening shift.

Good to know

  • Notes are internal. They are not sent in replies.
  • Notes appear in the conversation's history with who added them and when.
Was this page helpful? Updated 2026-10-28