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 keep context. Teammates use notes to investigate a customer issue, prepare a handoff, or record the next operational step. A note is different from an Inbox customer reply. When you add a note, no email, Slack message, widget message, or API content goes to the customer.
Open the session. If the notes panel is available to your role, expand the panel. To edit notes, you must have the relevant Activity permission. Write short, factual notes. State what you checked, which team owns the next action, and any customer-safe follow-up. Do not add secrets, access tokens, or sensitive personal data to a note. A note is internal, but it is not a safe place for this data.
Notes do not assign a ticket, change its status, take over a conversation, or resume AI. Use the Inbox detail page for those actions. Before you reassign complex work, write a note. Then update the ticket status. Queue views show whether the team or the customer must act next.