Notes

Notes let live agents add private annotations to conversations. They are only visible to teammates — end users never see them. Use notes to leave context, reminders, or observations about a conversation for yourself or other agents.

Add a note

To add a note to an open conversation:

1. Click on the Note icon (sticky note) in the chat box toolbar.
2. The chat box switches to note mode, showing a yellow header labeled Note · only visible to teammates.
3. Type your note and press Enter or click Add to post it.

The note editor stays open after posting, so you can write multiple notes in a row. Press Escape or click the X button in the header to exit note mode.

note

While in note mode, other toolbar actions like quick responses, file attachments, and emoji are disabled. Exit note mode first to use these features.

Edit a note

To edit a note you previously created:

1. Hover over the note in the conversation timeline.
2. Click the edit (pencil) icon that appears.
3. The note editor opens with the existing text. Make your changes and press Enter to save.

Edited notes display an (edited) label next to the timestamp. Only the original author of a note can edit it.

Delete a note

To delete a note you previously created:

1. Hover over the note in the conversation timeline.
2. Click the delete (trash) icon that appears.
3. Confirm the deletion in the popover that appears.

Once deleted, a note cannot be recovered. Only the original author of a note can delete it.

note

Notes support up to 2,048 characters. Use Shift + Enter to add line breaks within a note.