Internal notes let you keep context, handover instructions, or reminders right inside a conversation — visible only to your team. They work in every channel: live chat, email, WhatsApp, Instagram, and Facebook Messenger.
How to add a note
Open a conversation and switch the reply box to the internal note mode. Write your note and send it — it appears in the conversation thread, visually distinct from regular messages, and can be deleted later if needed. Your drafts are kept separately: if you switch between the note mode and the regular reply mid-writing, both texts stay preserved.
Good to know: While you're writing an internal note, the visitor doesn't see any "typing" indicator.
Who can see internal notes
Only your team — operators in the dashboard and in the Smartsupp mobile apps. Notes are never delivered to the customer, and they're also excluded when you forward a conversation or an email thread.
Good to know
Notes work in all channels — including WhatsApp, Instagram, and Messenger, where you can add a note even outside the messaging reply window.
Adding a note doesn't change the conversation's "last reply" time, so it won't reshuffle your conversation list.
Notes don't count towards conversation statistics (response times, conversation counts) or your plan's usage limits.
Flows, auto-replies, and Mira AI never react to internal notes.
Notes can be deleted, but not edited — to change a note, delete it and write a new one.
What's next?
Inbox - general settings — everything about working with conversations.
Inbox export — export your conversations.