How Permission Works
A user can add an internal note to a conversation if their assigned department overlaps with the department assigned to that conversation.
Location does not directly restrict internal notes. The only restriction comes from department access.
User Roles and Access
Brand Admins
Brand admins can add internal notes to any conversation within the brand. Their access is not limited by department or location.
Marketers
Marketers have brand-level access, meaning they can view conversations across the brand rather than by department.
Department-Based Access for Conversers
Converser in Department A, and the conversation is assigned to Department A
Result: The user can add an internal note.
Converser in Department A, but the conversation is assigned only to Department B
Result: The user cannot add an internal note.
Converser in Departments A and B, and the conversation is assigned to Department B
Result: The user can add an internal note.
Cross‑Location Conversations
If a conversation was started from a different location, a user from another location can still add an internal note as long as they share a department assignment with that conversation.