Two ways to manage what happens inside a conversation — leave private notes for your team, and delete a message you've already sent. This guide covers both.
In this article:
Internal notes
Internal notes let your team leave private notes right inside a conversation. They're visible only to your team in the dashboard — they're never sent to the customer, and they aren't included when you forward a conversation.
Notes work in every channel: live chat, email, WhatsApp, Instagram, and Messenger.
How to add a note:
Open the conversation.
Switch the composer to note mode.
Type your note and send it — it appears in a distinct color, visible only to your team.
💡 Good to know: The customer never sees a typing indicator while you write a note. On WhatsApp, Instagram, and Messenger you can add a note even outside the reply window — and a note doesn't renew the window or change the conversation's position. Notes aren't counted in your statistics or usage, and they don't trigger chatbots, Mira AI, or auto-replies.
🟡 Coming soon: Deleting and editing notes isn't available yet — we're adding it in the coming days. In the mobile apps, notes are currently view-only.
Deleting a sent message
Sent a message by mistake? You can delete a message you've sent directly from the conversation:
Hover over the message and open its menu.
Choose Delete and confirm.
The message is replaced by a placeholder for everyone, and the change syncs in real time across the dashboard, the visitor's chat widget, and the mobile apps.
💡 Good to know: Only the message's author or an admin can delete it.
What's next?
Inbox categories — organize conversations by channel and status.
Inbox tagging — tag conversations to find them later.
WhatsApp integration — bring WhatsApp chats into your inbox.
💡 Need more help? Contact our support team — we're happy to assist!