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Inbox & live support

Add internal notes to a support conversation

Leave context for colleagues without sending the note as a visitor reply.

CCorthex product guidesUpdated October 15, 20262 min read
Where to find itInbox → composer → Comment

Before you begin

Open Inbox and check that you are in the correct workspace. Select the conversation and review its latest customer message before taking an action.

Example workspace · Demo data. Resume returns the conversation to the AI; choose deliberately after finishing human support. Select the image to enlarge it.
A staff-controlled conversation with the Resume button and message composer

Example workspace · Demo data. Resume returns the conversation to the AI; choose deliberately after finishing human support. Select the image to enlarge it.

Step by step

  1. 1

    Choose the correct composer mode

    Select Comment/internal note rather than Reply. Check the visible mode before typing.

  2. 2

    Write actionable context

    Explain what was checked, the remaining question and who should act next. Avoid unnecessary personal data.

  3. 3

    Save the note

    Use the note action and verify its staff-only presentation in the timeline.

  4. 4

    Return to Reply deliberately

    Before sending customer-facing text, switch back to Reply and check the recipient/context.

Good to know

An internal note is different from a customer message. Do not rely on a note to tell a customer that their issue is resolved.

Check the result

Check the conversation status and timeline after the action. When testing, use a separate visitor browser so you can see both sides.

Questions & troubleshooting

The customer did not see my update

Check whether you wrote a Comment rather than a Reply. Send a separate suitable customer response when needed.

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