Internal notes
Above the composer, switch to Internal note. A note:
- is visible only to agents, never in the visitor window,
- is never translated or sent to the visitor,
- can be up to 4000 characters,
- stays on the conversation’s timeline for whoever handles it next.
Use notes for context: “Asked about wholesale — sent price list”, “Refund approved by Mei”, “Customer prefers email”.
Keyboard shortcuts
These work when your cursor isn’t in a text field:
| Key | Action |
|---|---|
J / K or ↑ / ↓ | Move through the conversation list |
A | Take the current conversation |
E | Resolve the current conversation |
/ | Focus the composer and open canned replies |
R or Enter | Focus the composer to reply |
The shortcuts don’t fire while you’re typing, so you can’t resolve a conversation by accident.
Quoting a message
Right-click a message, long-press it, or use its ⋯ menu and choose Reply to quote it. Internal notes can only be quoted in another note.