[Reply] Adding internal notes
Team members are able to add internal notes within any conversation. This can be done by clicking 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! This can be done by heading to Settings > Notifications and enabling the Conversation Updated notification.