Portal GuideConversations
How to add conversation notes
Attach internal notes to a conversation for your team to reference later.
Conversation notes let staff leave internal context on a chat — things like customer preferences, follow-up reminders, or handoff instructions. Notes are never shown to the customer.
Add a note
Open Conversations from the sidebar and select the chat.
Click the Notes icon in the conversation toolbar to open the notes sidebar.
Type your note in the rich-text editor. You can format text with bold, italic, or bullet lists.
Click Save Note.
The note is stored against the conversation and visible to any staff member who opens it.
View existing notes
Open the conversation and click the Notes icon.
All previously saved notes appear in the sidebar, ordered by most recent first.
When to use notes
- Record customer preferences mentioned during chat (e.g., "Only interested in white SUVs").
- Leave handoff instructions when assigning the conversation to another agent.
- Flag conversations that need follow-up ("Call back Monday after test drive").
- Document any commitments made to the customer during a paused/manual interaction.
Notes are internal only. The AI does not read or reference notes in its responses to customers — they are purely for staff communication.
Tips
- Keep notes concise and action-oriented — other staff should understand the context at a glance.
- Use notes alongside the Assign Agent feature to give the next handler full context.