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.
Hover the grid icon in the top-right corner to open the speed dial menu, then choose Conversation Notes.
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. Once a conversation has notes, the speed dial shows the count beside the label — Conversation Notes [2].
View existing notes
Open the conversation and choose Conversation Notes from the speed dial menu.
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 action in the speed dial menu to give the next handler full context.
- Leave a note before you Pass Back a conversation you took over, so the context survives the handover.