How to add internal notes to a conversation

    CategoryConversations
    Article typeDocumentation
    Estimated reading time 3 min read
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    To add an internal note, open the conversation, select the 'Internal Note' tab at the bottom of the thread, type your note, and save it. Internal notes are visible only to your team and not to the customer.

    Who this article is for

    Any team member using GEVADE CRM who needs to collaborate with colleagues on customer accounts or leave context for future interactions.

    Overview

    Internal notes are a vital collaboration tool. They allow team members to communicate context, leave reminders, or summarize phone calls directly within the customer's thread without sending those messages to the customer.

    Step 1: 1. Open the Conversation

    Navigate to the Conversations inbox and select the relevant contact's thread.

    Step 2: 2. Select the Internal Note Tab

    At the bottom of the conversation panel, locate the tabs for composing messages (SMS, Email). Look for and click the tab labeled Notes or Internal Note.

    Step 3: 3. Write Your Note

    Type your internal message in the text box. The interface will often change color (e.g., to yellow) to visually remind you that this is an internal note.

    Step 4: 4. Save the Note

    Click the Save or Add Note button. The note will appear in the chronological thread, clearly marked as an internal note.

    Configuration note

    Internal notes are strictly for internal team use and are never sent to the customer via email or SMS. They are excellent for summarizing the outcome of a phone call or noting specific customer preferences.

    Important clarification

    Accidentally typing an internal comment in the SMS or Email tab and sending it to the customer. Always double-check the active tab.

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