Inbox Operations7 min readUpdated May 5, 2026
Internal notes and timeline
Collaborate privately inside conversations and keep an auditable timeline of important events.
Internal notes are private to the team and never shown to the customer. Timeline events record important operational changes so agents understand what happened before they joined.
Internal notes
- Agents can add notes that customers cannot see.
- The note author can edit or delete their own note.
- Edited notes are marked as edited.
- Deleted notes stay in the same timeline position with a deleted-note message instead of disappearing from context.
Timeline events
- Customer message received, AI response sent, agent joined, assignment changed, status changed, SLA changed, action executed, contact updated, and CSAT received.