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What it’s for

  • Tags classify the contact and the chat, so you can filter and act later.
  • Internal note is a note for the team inside the chat. The customer never receives it.

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Who can do it

Anyone who has access to Chats can see and use tags and notes. The on-screen text doesn’t restrict this by role.

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Where to click

  • Tags: in the contact details panel (click the customer’s name at the top of the chat), in the Tags section.
  • Internal note: in the message box, on the Internal note tab (next to Reply).

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Step by step

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Add a tag

1

Open the contact details

Click the customer’s name or View contact details.
2

Add the tag

In the Tags section, click Add tag (or Edit tags). Search by name. For a new tag, type the name and click Create new tag; choose the color.
Some tag groups are one per group: choosing one removes the other in the same group. To rename, change the color, or delete, click Manage tags.

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Write an internal note

1

Switch to Internal note

In the message box, click Internal note. The screen reminds you: “Only the team sees it. The customer never gets it.”
2

Write and mention

Type in Write an internal note…. Use @ to mention a team member; they get notified.
3

Save

Click Save internal note.
To read it again, click the View this contact’s internal notes icon. The Internal notes panel also shows the notes from other chats with the same contact.

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What happens next

  • The tag appears in the list rows and becomes a filter in Filter by tags. See How to find chats.
  • The note stays in the chat timeline and does not reopen a resolved chat.
  • Deleting a tag removes it from all the contacts and chats where it was.

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Common errors

  • Failed to save the internal note. Try again.
  • Someone mentioned is no longer on the team. Remove the mention and send again.
  • No one with that name on the team. Check the name you typed after the @.
  • Failed to update tags. Use Refresh and try again.
  • Name required. The tag needs a name.

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Next step