Re:amaze Internal Notes

Internal notes are messages you add to a conversation that the customer can't see. Only staff members can view them, so they're a good way to communicate with your team inside a conversation thread.

To leave an internal note for a specific staff member, add their name to the recipient field. They'll receive an email notification, or a browser notification if they have those enabled.

You can also leave a note without addressing a specific staff member. These notes are visible to everyone on your team but don't trigger any outgoing notifications. We recommend using internal notes whenever you need help, need to alert someone, or want to pair a note with the Remind feature. For example, if you set a reminder to follow up with a customer, a general internal note can record what the follow-up is about.

You can also create internal notes in these ways:

• By email: If you're not on the dashboard, you can leave an internal note by email. Start your message with the #note syntax to trigger an internal note.
• By logging a new message: When you log a new message in Re:amaze, Re:amaze creates an internal note. You can then follow up with the customer as if they had started the conversation.

Pinned Internal Notes

You can pin an internal note to keep it at the top of the conversation. This saves you and your team from scrolling through messages to find the note you need.

To pin a note, select the pin button below the internal note.

After you pin a note, it appears at the top of the conversation. You can edit the note or unpin it at any time.

Using Internal Notes Outside of Re:amaze

If some of your teammates don't have a Re:amaze account, you can still communicate with them by forwarding the conversation to their email address. When you forward a conversation, recipients receive your message along with a summary of the conversation between you and the customer. They can reply directly to the forwarded email, and the customer won't see their reply. These are called private replies. For more information, see Forwarding Conversations.

If you prefer not to forward a conversation, you can email a permalink to your teammate instead. To get the permalink, select the timestamp below any message in the conversation. This opens the conversation page, and you can copy its URL.

A permalink is a [publicly accessible] URL to the conversation you're having with a customer.