📝Internal Notes

Internal Notes let agents add private comments inside conversations — helping teams collaborate, share context, and manage customer interactions more effectively.

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📝 What Are Internal Notes?

Internal Notes are:

• Private messages attached to a conversation.

• Visible only to your team — not to customers.

• Perfect for handoffs, case history, and internal collaboration.

✅ Notes stay linked to conversations permanently, giving future agents valuable context.

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🛠️ How to Add and Manage Notes

1. Open a Conversation inside the Operator AI Dashboard.

2. Click the Internal Notes panel or button.

3. Write your private note.

4. Save — your team can now view the note anytime during the conversation.

✅ Notes can be edited, deleted, and expanded over time.

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📋 Best Practices for Internal Notes

Tip	Why It Matters
Always summarize key customer info	Speeds up future agent handoffs.
Log unresolved issues or promises	Creates accountability and tracking.
Use action-oriented language	"Follow up next week" vs vague notes.
Keep notes professional	Remember that managers and auditors may review notes.
Standardize notes for common cases	Templates for refunds, escalations, onboarding issues, etc.

✅ Great notes = faster resolutions, better teamwork, higher CSAT.

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🔥 Example Internal Notes

Situation	Example Note
Pricing discussion	"User asked for enterprise pricing. Quoted $5k/month. Follow up Thursday."
Bug report	"Reported login issue — ticket #12345 opened. Waiting for Engineering update."
Onboarding	"Sent training guide + webinar link. Scheduled onboarding call for Friday."

✅ Good notes keep everyone aligned without needing long meetings.

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🤖 Bonus: Note Data Scraping (if OpenAI Assist is enabled)

When enabled:

• Operator AI can suggest automatic data extraction from conversation context into notes.

• Examples include pulling names, email addresses, issue types, or products mentioned.

• Quick menus allow inserting structured fields without typing.

✅ Saves agent time and improves data quality.

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🛟 Need Help?

• Follow Internal Notes tutorials inside this documentation.

• Contact [e-mail] if you have questions about best practices.

• Ask your Success Manager about Note Templates and scaling collaboration workflows.

✅ We’re here to help your team collaborate better.

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🎯 Next Step

👉 Continue to Smart Replies →