---
description: >-
  Internal Notes let agents add private comments inside conversations — helping
  teams collaborate, share context, and manage customer interactions more
  effectively.
---

# Internal Notes

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### 📝 What Are Internal Notes?

Internal Notes are:

* **Private messages** attached to a conversation.
* **Visible only to your team** — not to customers.
* **Perfect for handoffs, case history, and internal collaboration**.

✅ Notes stay linked to conversations permanently, giving future agents valuable context.

***

### 🛠️ How to Add and Manage Notes

1. Open a **Conversation** inside the **Operator AI Dashboard**.
2. Click the **Internal Notes** panel or button.
3. Write your private note.
4. Save — your team can now view the note anytime during the conversation.

✅ Notes can be edited, deleted, and expanded over time.

***

### 📋 Best Practices for Internal Notes

| Tip                                | Why It Matters                                              |
| ---------------------------------- | ----------------------------------------------------------- |
| Always summarize key customer info | Speeds up future agent handoffs.                            |
| Log unresolved issues or promises  | Creates accountability and tracking.                        |
| Use action-oriented language       | "Follow up next week" vs vague notes.                       |
| Keep notes professional            | Remember that managers and auditors may review notes.       |
| Standardize notes for common cases | Templates for refunds, escalations, onboarding issues, etc. |

✅ Great notes = faster resolutions, better teamwork, higher CSAT.

***

### 🔥 Example Internal Notes

| Situation          | Example Note                                                                   |
| ------------------ | ------------------------------------------------------------------------------ |
| Pricing discussion | "User asked for enterprise pricing. Quoted $5k/month. Follow up Thursday."     |
| Bug report         | "Reported login issue — ticket #12345 opened. Waiting for Engineering update." |
| Onboarding         | "Sent training guide + webinar link. Scheduled onboarding call for Friday."    |

✅ Good notes keep everyone aligned without needing long meetings.

***

### 🤖 Bonus: Note Data Scraping (if OpenAI Assist is enabled)

When enabled:

* Operator AI can suggest automatic **data extraction** from conversation context into notes.
* Examples include pulling names, email addresses, issue types, or products mentioned.
* Quick menus allow inserting structured fields without typing.

✅ Saves agent time and improves data quality.

***

### 🛟 Need Help?

* Follow Internal Notes tutorials inside this documentation.
* Contact [support@heyoperator.ai](mailto:support@heyoperator.ai) if you have questions about best practices.
* Ask your Success Manager about Note Templates and scaling collaboration workflows.

✅ We’re here to help your team collaborate better.

***

## 🎯 Next Step

👉 [Continue to Smart Replies →](smart-replies)
