Conversation notes
Add internal context to an Activity conversation without sending it to the customer or changing ticket ownership.
Activity can show an internal conversation-notes panel for a selected session. Notes help teammates preserve context while investigating a customer issue, preparing a handoff, or recording the next operational step. They are deliberately separate from an Inbox customer reply: adding a note does not send email, Slack, widget, or API content to the customer.
Open the session first, then expand the notes panel when it is available to your role. Editing notes requires the relevant Activity permission. Use short, factual notes that identify what was checked, which team owns the next action, and any customer-safe follow-up. Avoid copying secrets, access tokens, or sensitive personal data into a note simply because it is internal.
Notes do not assign a ticket, change its status, take over a conversation, or resume AI. Use the Inbox detail page for those actions. A good operating pattern is to write a note before reassigning complex work, then update the ticket status so queue views accurately show whether the team or the customer is expected to act next.