How do I document internal team context in customer conversations?

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.

Internal Notes

Handoffs without
losing context.

Internal notes right inside the conversation. Visible to your team only. With @mention notifications and full history on every handoff.

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Available instantly No credit card required 14-day free trial
per handoff spent searching chat, email, and sticky notes
5–10 min
Customer service industry survey
say repeating themselves is their biggest frustration
65%
Customer satisfaction study
of requests resolved without a satisfactory outcome
37%
Customer service industry survey
of agents have the right tools for the job
only 26%
Customer service study
01
Challenge

Everything discussed, nothing documented

A colleague spoke with the customer yesterday and offered a goodwill credit. Today the customer calls back. A different team member picks up. No note, no heads-up, no context. The customer has to explain everything all over again.

For teams sharing a unified inbox, this is a daily problem. Information gets trapped in personal emails, Slack messages, Post-its, or a single person's memory. When someone calls in sick, goes on vacation, or switches shifts, the context disappears.

65% of customers say repeating themselves is their biggest frustration. And only 26% of support agents say they have the right tools for the job.

The result: Contradictory promises (agent A says 5 days, agent B says 10), duplicated work, and customers who lose trust.

65%
of customers hate having to repeat themselves
Customer satisfaction study
0
context lost with internal notes right inside the conversation
Everything documented, everything visible
Zero
notes the customer ever sees. Everything stays internal.
Visible to your team only
1
Write a note
In the Notes tab of the conversation, visible to your team only
2
Notify a colleague
Via @mention directly in the note
3
Context stays forever
Even after closing, always retrievable
02
Solution

Notes inside the conversation. For your team only.

Write internal notes directly in the conversation. Only your team sees them. Never the customer. Use @mentions to notify colleagues instantly.

Here's how it works: Your agent opens a conversation in the inbox and switches to the Notes tab. They write: 'Customer was offered a goodwill credit, max €50. @Sarah please keep in mind on next contact.' The note is saved with a timestamp and author.

When Sarah opens the conversation next time, she sees the note right away. No digging through emails, no asking around. The context is where it belongs: in the conversation.

Internal notes persist even after the conversation is closed. When the customer reaches out again in three months, the full internal context is still there. Across every channel: whether the conversation started on WhatsApp, email, or live chat.

03
Result

Measurable results

Teams with internal notes hand off faster, work more consistently, and frustrate fewer customers.

Zero
context lost during handoffs
In-conversation
Context where it belongs
Notes are part of the conversation, not in separate tools.
Invisible
To the customer
Internal notes are never shown to the customer.
@Mention
Instant notification
Tag colleagues by @name right inside the conversation.

Notes right inside the conversation

In the Notes tab of every conversation, write internal information visible only to your team. Timestamps and authors are saved automatically. Notes are searchable and persist even after the conversation is closed.

  • Dedicated Notes tab in every conversation
  • Timestamp and author on every note
  • Searchable across the entire platform
  • Persist after conversations are closed

@Mention for instant attention

Type @name in a note to notify a colleague immediately. Perfect for handoffs, escalations, or when a specific person needs to take the next step.

  • Type @name: colleague gets notified instantly
  • Perfect for shift handoffs
  • Escalate to specialists via @mention
  • Works alongside ticket assignment

Invisible to the customer

Internal notes are never shown to the customer. Whether via live chat, WhatsApp, or email: the customer only sees messages addressed to them. Sensitive information (goodwill credits, internal decisions, escalations) stays internal.

  • Customer only sees their own messages and your replies
  • Internal notes are visually separated from the chat
  • Safely document sensitive information
  • Works the same across all channels

Notes via API

Create, read, update, and delete internal notes programmatically. Four endpoints for full CRUD operations. Ideal for integrations with CRM, helpdesk, or internal tools.

  • POST: Add a note to a conversation
  • GET: Retrieve all notes for a conversation
  • PATCH: Update an existing note
  • DELETE: Remove a note

ROI in numbers

Zero
context lost during handoffs
Notes inside the conversation
< 30 sec
per handoff instead of 5–10 min
Read the note instead of searching
Zero
contradictory promises
Team sees the same notes
100%
team transparency
Everything documented

Here's what it looks like

An HVAC contractor with 8 employees handles customer requests via WhatsApp and phone. Before: agreements made verbally, goodwill credits stored in the owner's head, callback promises on Post-its. With internal notes: every agreement is documented inside the conversation. Whoever picks up the ticket instantly sees what was discussed.

Context at handoff
Ask a colleagueRead the note
Contradictory promises
Happens regularlyEliminated
Documentation
Post-its, memoryIn the conversation, searchable

Typical scenario based on industry data

Available instantly

No setup required. Notes are available in every conversation.

01 · –

Open a conversation

Open any conversation in your inbox.

02 · Instant

Write a note

Switch to the Notes tab, type your text, optionally add an @mention.

03 · Saved

Done

Note is saved with timestamp and author. Everyone on the team can see it.

For Developers & Power Users

Step-by-step guides for setup via the platform or API.

Platform Guide: Step by Step

Internal notes are accessible from within any conversation:

1

Open a Conversation

Navigate to Conversations and select any open or closed conversation.

2

Switch to Notes Tab

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

3

Add a Note

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

4

View Note History

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

You're all set!
API Reference: Developer Access

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

MethodPathDescription
GET/api/v1/conversations/{id}/notesList all notes for a conversation
POST/api/v1/conversations/{id}/notesAdd a new internal note
PATCH/api/v1/notes/{id}Update an existing note
DELETE/api/v1/notes/{id}Delete a note
Language:
Add Internal Note
const response = await fetch(
  'https://api.sendseven.com/api/v1/conversations/conv_123/notes',
  {
    method: 'POST',
    headers: {
      'Authorization': 'Bearer YOUR_API_TOKEN',
      'X-Tenant-ID': 'YOUR_TENANT_ID',
      'Content-Type': 'application/json'
    },
    body: JSON.stringify({
      content: '@john Please review this escalation before responding'
    })
  }
);

const note = await response.json();
console.log('Note added:', note.id);
List Notes
const response = await fetch(
  'https://api.sendseven.com/api/v1/conversations/conv_123/notes',
  {
    headers: {
      'Authorization': 'Bearer YOUR_API_TOKEN',
      'X-Tenant-ID': 'YOUR_TENANT_ID'
    }
  }
);

const notes = await response.json();
notes.forEach(note => console.log(`[${note.author}]: ${note.content}`));

Pairs perfectly with

Frequently asked questions

Can the customer see internal notes?

No. Internal notes are visible to your team only. The customer only sees messages addressed directly to them.

Do notes persist after a conversation is closed?

Yes. Notes are permanent. When the customer reaches out again weeks or months later, the internal context is still there.

How does @mention notification work?

Type @name in a note. The mentioned colleague is notified instantly. Works alongside ticket assignment via @mention.

Do notes work across all channels?

Yes. Whether the conversation is on WhatsApp, email, live chat, or Telegram: internal notes are always available in the Notes tab.

Is there an API for internal notes?

Yes. Four endpoints: create a note, retrieve all notes, update a note, and delete a note. Full CRUD operations.

What do internal notes cost?

Internal notes are included in every SendSeven plan, with no extra charge or add-on. Plans start at €49/month (Basic). View pricing.

Handoffs without losing context

Write a note, @mention a colleague, preserve context. In every conversation, on every channel.

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Setup in under 5 minutes
No credit card required
100 test messages included