Glossary
Internal note
Also called: Private note · Team note · Internal comment
An internal note is a message added to a customer conversation that only the team can see, used to share context, hand over work or ask a colleague.
Notes keep the discussion about a customer next to the conversation instead of in a separate chat, so whoever picks it up later sees the whole story.
The main risk is sending a note to the customer by mistake, so good tools make notes look clearly different from replies. Notes usually support mentions to bring a colleague in.
How Risti does it
In Risti, a Private note is written in the conversation and only your team sees it; the customer never does. Type @ to mention a teammate: they get notified, and become Following if they couldn’t see the conversation yet.
Other systems can add notes too: an API key can be given the Write internal notes scope.