Internal notes

Inside the composer, switch to Note mode. Type → save. Notes:

• Appear in the conversation timeline with a yellow accent
• Never go to the provider — customer doesn’t see them
• Show the author + timestamp
• Can @mention other agents (notifies them in their dashboard)

Use cases:

• “Customer’s payment failed twice — flagged for finance”
• “Promised a 10% discount on the next order”
• “@raj — can you pick this up Monday?”

Notes are scoped by chat.view_internal_notes permission. CLIENT_USER roles don’t see notes by default; AGENCY_USER does.