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Add an internal note visible only to staff

An Operator writes a note about the conversation that stays inside the platform — never delivered on the channel, never visible to the customer.

When this happens: Operator switches the composer to Internal note mode and writes.

Step by step

  1. 1

    Toggles the composer to Internal note.

  2. 2

    Types Customer mentioned a previous order dispute — check ticket #4021 before responding.

  3. 3

    Click Add note.

    EasyCRM creates the Message (Internal, InternalNote, ). No delivery pipeline is entered. Inserts the note into the chronological history at its position, styled distinctly from a sent reply.

Good to know

  • Internal notes are never sent to the customer on any channel, with no exception path.
  • Internal notes may be included in the AI's Copilot context, bounded by the requester's scope, but never in what Auto Reply sends. (FR-25-009, ADR-012)