Notes vs. Replies: Talking Internally and With Customers

1 min readAug 21, 2026

In this article

Understand the difference between an internal note and a customer-facing reply, and when to use each one.

When you type a message in a conversation, you are choosing between two very different things: a reply the customer will see, and a note that stays inside your team.

Replies

A reply is sent to the customer through whichever channel the conversation came in on, email, WhatsApp, or the chat widget. Once sent, it becomes part of the conversation history the customer can see.

Internal notes

A note is never sent to the customer. It stays visible only to your team, and is clearly marked with an internal note badge so nobody mistakes it for something the customer already saw. Use notes to leave context for whoever picks up the conversation next, flag something for a teammate, or think out loud before replying.

Double-check before sending

Always check which mode you are in before you hit send. A note left in the wrong mode goes straight to the customer, and there is no way to unsend a message once it has been delivered.

Switching between the two

The composer has a toggle for switching between Reply and Note. Whichever one is active is shown clearly in the composer itself, so you always know what you are about to send before you send it.

Did this answer your question?