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Notes

Notes keep internal context attached to a conversation. Use them to share handoff details, track follow-ups, and leave reminders without sending anything to the customer.

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What Notes are

A Note is a short internal entry pinned to a conversation. It lives alongside messages but is visually distinct so your team can spot context quickly. Use Notes when you need to:

• Hand off a conversation with context — “Customer requested a callback after 5 PM.”
• Record what was agreed — “Discussed pricing for Pro plan. Follow up next week with proposal.”
• Flag something for later — “Waiting for finance to confirm refund. Check back tomorrow.”

Notes are tied to the conversation and the contact. Anyone on your team who opens that conversation sees the same notes, so context survives assignment changes.

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Where Notes appear

• Inside Conversation View — notes show in the message timeline with an icon and author name.
• In the conversation preview — the Inbox list can surface that a note was added (so teammates know context exists before opening).
• In assignment and handoff flows — when you reassign a conversation, add a note first so the next owner has the full story.

Notes do not appear in:

• The customer’s WhatsApp, Instagram, or Web Chat thread
• Campaign or template previews
• Contact exports (unless your workspace explicitly includes internal notes)

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Who can see Notes

• All team members with Inbox access in that workspace and channel can view notes.
• Customers cannot see notes under any circumstance.
• Permissions follow your Team settings — if a teammate can open the conversation, they can read its notes.

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How to add a Note

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Note types

SkyFree provides five note types. Choose the lightest type that gets the job done.

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Internal Note

The default type for handoffs and context sharing. Use it when you just need to leave a comment for the next person.

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Follow-up

Marks the conversation as needing action. Pair it with assignment so ownership is clear — e.g., assign to Priya and leave a Follow-up note describing what to do.

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Set Reminder

Creates a timed alert on the conversation. When you select this type you configure:

• Date — when the reminder should fire
• Time — exact time for the alert

At the scheduled time SkyFree shows a pop-up and sound notification to the assignee or team, so nothing slips through.

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Warning

For issues that need attention before any other action — escalations, compliance flags, or blocked-request cases. Use sparingly; if everything is a warning, nothing is.

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Info

Lightweight reference that doesn’t require action. Good for preferences, account notes, or background that helps personalize future replies.

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Editing and lifecycle

• Notes are appended to the conversation timeline and remain with the conversation history.
• Treat notes as an audit trail — write them so a teammate reading next week still understands the context.
• If you need to correct a note, add a follow-up note clarifying the update (e.g., “Correction: callback is 6 PM, not 5 PM”) rather than relying on memory.

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Notes vs Events vs Pipelines

New users often confuse these. Here’s the short version:

• Use Notes when a human needs to leave context.
• Use Events when the system needs to remember that something happened.
• Use Pipelines when you need to move a contact or deal through stages.

Learn more in Event Studio and Pipelines.

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Best practices

• Add a note before every handoff. Even one line — “Tried to call, no answer. Customer asked to try again after 6 PM” — saves the next person from asking the customer to repeat themselves.
• Keep notes focused. One idea per note. Two short notes are easier to scan than one long paragraph.
• Pair notes with action. If a note describes a task, also set a Reminder or a Follow-up and make sure the conversation is assigned.
• Reserve Warnings for real urgency. If Warnings are rare, your team will actually notice them.
• Review notes before replying. Check the last 2–3 notes at the top of the timeline before you send a response.

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Related docs

• Inbox Overview
• Conversation View
• Conversation List & Controls
• Contacts
• Event Studio
• Pipelines