Summary: To add an internal note in AXP, open the conversation, click the Note tab in the reply area, type your note, and click Add Note — internal notes are visible only to your team and are never sent to the guest.
Permissions Required: Roles required in AXP to add internal notes to a conversation are All Conversers.
Internal notes allow your team to share context, instructions, and updates within a conversation without the guest seeing them.
Notes appear in the conversation thread with a distinct visual style so they are easily distinguishable from guest-facing messages.
How Do I Add an Internal Note?
Open the conversation
Click the + then click Add internal note tab in the reply area (next to the Reply tab)
Type your note — you can @mention team members to notify them
Click Add Note
The note appears in the conversation timeline with a yellow background, clearly marked as an internal note.
When Should I Use Internal Notes?
Sharing context when reassigning a conversation to another team member
Documenting special instructions or VIP preferences
Recording follow-up reminders
Noting information from a phone call with the guest
Flagging issues for a manager's attention
Common Questions
Q: Can guests see internal notes?
A: No, internal notes are never visible to guests. They are only visible to staff members who have access to the conversation.
Q: Why I cannot add an internal note?
A: Only conversers that has access to the departments in the conversation can add notes. Users from outside the departments of the conversation will not be able to add internal notes.