QuackbackInternal Notes
Internal notes are messages inside a support conversation that only your team can see. Agents use them to share context, ask a colleague for help with an @mention, or record what was tried, without the customer seeing it.
What are internal notes?
An internal note sits in the conversation timeline next to the customer's messages but is hidden from the customer. It keeps the team's discussion where the context is, instead of in a separate chat thread that the next agent will never find.
How teams use them
Ask for help: @mention a specialist and they get notified with the full conversation in front of them. Hand over: summarize what you tried before you go off shift. Record decisions: note why you gave a refund or escalated to engineering, so the next person doesn't undo it.
Good habits
Write notes for someone with no context. Lead with the current state and the next step. Never paste anything into a note you wouldn't want in your records, such as passwords or card numbers.
Internal notes in Quackback
Quackback's inbox supports internal notes with @mentions on every plan, and notes on tickets work the same way. Feedback posts have internal notes too, so the same habit works when your team discusses a feature request. On Business and up, a workflow can add a note automatically, for example to explain why a conversation was routed.
Common questions
Can customers see internal notes?
No. Internal notes are visible only to your team. They sit in the conversation timeline but are never sent to the customer.
What should go in an internal note?
Context the next teammate needs: what you tried, what you decided and why, and the next step. Use @mentions to bring in a colleague.
Have another question? Talk to the team.