Adding an internal note (for colleagues only)

Short answer: at the bottom, click the Internal note tab, type your text, and click Add note. This note is visible only to your colleagues, never to the customer.

Step by step

1. Open the conversation.
2. At the bottom, next to Reply, click the Internal note tab. The box turns yellow, which is your cue that you're now writing internally.
3. Type your note. Above the box, as a reminder, it says Only visible to your colleagues.
4. Click Add note.

Good to know

Use an internal note to pass on context before you forward a conversation: what you've already tried, what the customer wants exactly, or what your colleague should watch out for. The yellow background is deliberate, so you never mistake a note for an actual reply to the customer.

Important: Sarrai doesn't read internal notes. They're deliberately kept out of the AI memory, so you can safely put internal context or hunches in them without affecting an AI answer.

You can @-mention a colleague to send them a notification. Watch out for two things: a typo in the name produces no notification (without warning), and a colleague who's set to away quietly doesn't get the mention. If you don't have the right to answer the conversation yourself, you can't add a note to it either.

Also searched as

"note something the customer doesn't see", "internal message to a colleague", "memo on a conversation", "leave a comment"

See also

• How do I answer a conversation?
• Forwarding a conversation to a colleague or team