Private notes for your team

Write a note

1. Open the conversation.
2. Click the Reply menu at the top left of the reply box and pick Private Note. The reply box turns yellow and shows "Add a private note... (only visible to agents)".
3. Write your note. You can format text, add links and attach several files, just like in a reply.
4. Click Add Note.

The note appears in the thread in yellow, marked Private Note, with your name and the time. Your reply draft and your note draft are kept apart, so switching between Reply and Private Note loses neither.

A conversation that is not yours yet shows a card instead of the reply box. Click Write a note on the card to leave a note without taking the conversation. Back returns to the card while the note is still empty.

Mention a teammate

Type @ in a note and pick a teammate from the list. When you send the note, they get a notification and the conversation shows in their Mentions folder. A note without a mention notifies nobody. See Mentions and team notifications for how those notifications reach people.

The Notes tab

The right panel of a conversation has the tabs Details, Copilot (when Copilot is allowed for you) and Notes. The Notes tab lists, newest first:

• every private note of this conversation, with author, date and time
• the notes saved on the contact's page, marked Contact note

The number on the tab counts these notes. Write a note in the tab switches the reply box to Private Note and puts your cursor in it.

Delete a note

Point at the note in the Notes tab and click the bin icon (Delete this note), then confirm. Deleting cannot be undone. You can always delete your own notes. Administrators can delete any note, and so can members whose custom role has Delete other agents' private notes. A Contact note can be deleted by everyone whose role may manage contacts. Notes cannot be edited after you send them, so delete and write a new one if something is wrong.

Summarize with Copilot and save the summary

1. Open the Copilot tab in the right panel and pick Summarize the conversation. In an empty Notes tab, Summarize with Copilot opens the Copilot tab and starts the summary for you.
2. Read the summary and click Save as private note.

The summary is saved as a private note headed AI summary, and the button changes to Saved as private note. A summary needs at least one message in the thread besides notes. Copilot counts toward your plan's monthly AI conversations. More in Copilot in conversations.

Transfer notes

When a teammate transfers a conversation to you with a note, that note is saved as a private note in the conversation. You also see it above your reply box (Transferred by and their name) until you reply or close it. More in Take, take over and transfer conversations.

In the iPhone and Android app

1. Open the conversation and tap the round arrow button left of the message field.
2. Pick Private note. The field turns yellow and shows Private note · Only your team sees this.
3. Write your note. To mention a teammate, type @ and tap their name in the list. The list shows up to 8 teammates and never you.
4. Tap the send button.

The field stays in note mode after you send. To write to the customer again, tap the X in the yellow bar or pick Back to reply in the same menu. You can write a note even while a teammate has the conversation. To delete a note, press and hold it, tap Delete and confirm, with the same rules as in the dashboard. A summary from the Copilot tab can be saved with Save as private note. More about the app in The Deskwoot app for iPhone and Android.

Frequently asked questions

Can customers ever see a private note?

No. Notes are never sent by email or any other channel, and the chat widget never shows them. Files attached to a note stay private too.

How do I know I'm writing a note and not a reply?

The reply box is yellow and the menu at its top left says Private Note. The send button reads Add Note, and it has no arrow with send options.

Does the customer get notified when I add a note?

No. A note only notifies the teammates you mention with @.

Who can delete a note?

The person who wrote it, administrators, and members whose custom role allows Delete other agents' private notes.

Can I search for text in notes?

Yes. The search at the top of the conversation list also finds words in private notes.

What is the difference between a private note and a contact note?

A private note belongs to one conversation. A contact note is saved on the contact's page and shows in the Notes tab of every conversation with that contact.

Why don't I see Summarize with Copilot?

It shows in an empty Notes tab when Copilot is allowed for you in the workspace, your role has Summarize conversations with Copilot, and the thread has at least one message besides notes.

Is there a limit on notes?

One note can mention up to 20 teammates. A conversation that arrives after your plan's monthly conversation limit is used up is locked, and you can't add notes or replies to it.