Internal notes: Improve team collaboration

Add private notes to customer conversations without them seeing. Share context with teammates, tag colleagues, and maintain complete conversation history.

With internal notes, write information directly in the conversation that only your team can see. The customer never sees them. @Mention notifications alert colleagues instantly. Notes persist after conversation close and are searchable. Full API with CRUD operations. Included in every plan.

When agents hand off conversations or escalate issues, critical context is often lost. Teams resort to side channels like Slack or email to share internal information, fragmenting the conversation history and making it hard to track what was discussed.

SendSeven allows agents to add internal notes directly within conversations. These notes are visible only to team members and are never shown to customers, keeping all context in one place.

Seamless agent handoffs with full history

Searchable notes across all conversations

Internal notes are accessible from within any conversation:

Navigate to Conversations and select any open or closed conversation.

In the conversation panel, click the "Notes" tab (next to Messages). On mobile, swipe left on the message area.

Type your internal note in the text field. You can use @mentions to notify specific team members.

All notes are timestamped and show the author. Notes persist even when the conversation is closed.

Use the Notes API to programmatically add and retrieve internal notes.

Get all internal notes for a conversation