An internal note is a message within a conversation that's visible only to your team, not to the customer.
An internal note is an annotation your team can add to a conversation, visible to colleagues but not to the customer. It's used to share context, tag a colleague for help, or record a decision.
Internal notes are essential for teamwork on complex or escalated conversations: instead of discussing in a separate chat tool, all context stays attached to the conversation itself.
Bugalou supports internal notes with the ability to @-tag teammates, so the right person gets notified instantly without involving the customer.
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