# 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.

## 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.

Source: https://docs.xgenplus.com/assignments/conversation-notes/