How to Add Internal Notes to Conversations

Internal Conversation Notes: Purpose

Add internal notes to conversations with your customers to discuss their questions with teammates behind the scenes before replying. Often a message needs to be seen by another member of your team. Maybe they’re better placed to answer it, or maybe you need their opinion before replying. You can add an internal note so a teammate can be notified and directed to that conversation by clicking on ADD NOTE at the bottom of the right side.

How to Add a Note

The internal notes are available both from the Monitor Section as well as the Chat section. To add a note, click on the Notes tab of the Conversation details.

Quick Shortcut: @ Symbol

New! You can now quickly create an internal note by typing @ at the beginning of your message in the chat input box. When you type @, the message type will automatically switch from “Public Answer” to “Internal Note”. The @ symbol will be removed from your message when sent.

Example:

• Type: @Let's offer them a 20% discount
• Sends as: Let's offer them a 20% discount (as an internal note visible only to team members)

This shortcut saves you from manually selecting “Internal Note” from the dropdown menu for every internal message.

@Mentions: Notify Specific Team Members

New! You can now mention specific team members in your internal notes using the @ symbol followed by their name. When you mention someone, they’ll receive an email notification with the message content and a direct link to the conversation.

How it works:

1. Start your message with @ to create an internal note
2. Type @ followed by a team member’s name (e.g., @John or @Jane Smith)
3. As you type, an autocomplete dropdown will appear showing matching team members
4. Use arrow keys to navigate and press Enter to select, or click on the person
5. You can mention multiple team members in one message

Example:

• Type: @Hey @John Doe and @Jane, can you review this customer's request?
• John and Jane will each receive an email notification
• The message is stored as an internal note with mention metadata

Autocomplete Features:

• Shows team member’s full name and email
• Displays online/offline status with a green indicator
• Filter by typing any part of their name
• Keyboard shortcuts: ↑↓ to navigate, Enter to select, ESC to close

Notification Settings: Team members can manage their mention notification preferences in their account settings. By default, all agents receive email notifications when mentioned.

Adding Notes from the Monitor Section

Adding Notes from the Chat Section

Every agent belonging to the chat will be able to see the added note and provide relevant info internally.

Deleting a Note

If you accidentally added a note, you can easily delete it with the X icon.

When to Use Internal Notes

Here are just a few examples of when you should discuss a conversation behind the scenes:

Addressing Issues Fast

If there’s a bug, you can loop in a technical teammate to get their advice. Or, if a VIP customer is about to churn, you should definitely loop in their account manager to let them know.

Sharing Ideas

Often a conversation with a customer can spark a moment of inspiration. They’ll have lots of ideas about how to use your product and what features they’d like to see next. Sometimes they’ll even have questions that will get you thinking, ‘This would make a great case study on our blog.’ You can loop in your content writer and share the idea with them right there and then.

Identifying Sales Opportunities

You’ll tend to learn when a customer should be directed toward your sales team. It’s rarely as straightforward as a user requesting to “talk to someone in sales.” Usually it means picking up clues that they need help identifying the right subscription level, feature set, or custom plan to resolve their problem. You can loop your best sales person into a promising conversation and ask if they’d like the message assigned to them.

For more information about Pingstreams and our customer engagement platform, visit Pingstreams.com 🚀