[Reply] Adding internal notes

Adding internal notes can be very helpful for other team members, who might pick the conversation up later on. Here are a few ways we use notes at Buffer:

  • Adding steps we’ve already taken to troubleshoot an unresolved issue
  • Adding a link to a ticket in Jira (the tool we use for escalations)
  • Adding notes about the user, e.g. account details, plan, etc
  • Leaving each other feedback on our replies (both positive and constructive)

To leave a note on a conversation, click the Add Note button above the composer.

Notes will be displayed in yellow and will only be visible to other team members.

Don't forget, you can enable notifications in order to receive an email alert whenever a note is added to a conversation that is assigned to you, if you like! Learn how to manage your notification preferences here.

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