Internal Notes
Private messages for your team within each conversation, invisible to the contact.
Internal Notes
Internal notes are private messages that your team members can write within a conversation. These notes are completely invisible to the WhatsApp contact and serve to coordinate between agents, leave comments about a lead, or record important decisions.
Opening the notes panel
Select a conversation in the inbox.
In the toolbar, click the More actions button (three dots icon) and select Notes.
A side panel (sheet) opens on the right with the title "Internal Notes."
The panel shows existing notes and a form to add new notes at the top.
Adding a note
Open the notes panel as described above.
Type your note content in the text field. The placeholder reads "Write an internal note..."
Click the Add note button.
The note will appear immediately in the list, showing your name, avatar, and the creation date/time.
Anatomy of a note
Each internal note shows:
- Author avatar: profile photo of the team member who wrote the note (or the initial of their name).
- Author name: full name of the team member.
- Date and time: when the note was created (format: "Mar 15, 14:30").
- Content: the note text, which preserves line breaks.
Notes are displayed in reverse chronological order: most recent first.
Automatic system notes
In addition to notes written by agents, Trochai generates automatic system notes when important events occur in conversation assignment. These notes don't have a human author and document decisions made automatically:
- When round-robin assigns to an agent who isn't available
- When a property doesn't have an assigned agent and round-robin is used as a fallback
- When a lead is assigned to an unavailable agent because they're responsible for the property
These notes help the team understand why a conversation was assigned in a certain way.
System notes are distinguished by not having a specific author. They document automatic decisions made by the assignment engine.
AI-generated summaries
When the bot escalates a conversation to a human agent, Trochai automatically generates a conversation summary using artificial intelligence. This summary appears in the notes panel with a distinctive style: violet background, robot icon, and "AI Summary" badge.
The summary extracts key information from the latest messages in the conversation, including:
- Property type the contact is looking for
- Preferred location
- Budget mentioned
- Bedrooms/bathrooms required
- Special requirements (pets, amenities, etc.)
- Interest level of the contact
AI summaries help the agent quickly understand the context before responding, without needing to read the entire message history with the bot.
Difference from messages
It's important to understand the difference:
| Aspect | Messages | Internal Notes |
|---|---|---|
| Visible to contact | Yes | No |
| Sent via WhatsApp | Yes | No |
| Location | Central message panel | Side notes panel |
| Authors | Agents, bot, contact | Only team members and system |
| Purpose | Communication with client | Internal team coordination |
Internal notes are never sent to the WhatsApp contact. They are strictly private to your team. However, make sure to write notes in the correct panel; if you write in the message composer instead of the notes panel, the message will be sent to the contact.
Common use cases
Shift handover
When an agent finishes their shift, they can leave an internal note summarizing the conversation's status for the next agent:
"The client is interested in the property in Santa Ana. They want to visit this Saturday. Pending time confirmation."
Lead information
Document relevant information about the lead that doesn't fit in other fields:
"Real budget: $350k-$400k. Works at HP Costa Rica. Relocating from Heredia."
Team instructions
Leave specific instructions for other team members:
"Don't send properties in Guanacaste. Only looking within the GAM."
Follow-up
Record commitments and pending follow-ups:
"We promised to send additional photos of the pool area. Request from the owner."
Visibility
All team members with access to the conversation can see the internal notes. There are no per-agent private notes; all notes are shared with the team.
Related pages
- Conversations — conversation management
- Assignments — automatic assignment notes
- Sending Messages — for communicating with the contact (not to be confused with notes)