Internal Notes
Internal notes let agents record context for the team without messaging the customer. They never leave Kazenly — the customer does not receive them.
Enable Internal Note Mode
When you are the assigned agent (or supervisor/admin on that thread), a pencil icon sits beside Send.
Click it to turn internal note mode on. Tooltip: Internal note (not sent to user)
The composer switches to a yellow style and placeholder:
Type internal note... (not sent to user)
Click the pencil again to return to a normal customer message.
Send a Note
- Enable internal note mode.
- Type your note.
- Click Send.
Notes appear in the thread with an INTERNAL badge on a yellow bubble. Delivery ticks are not shown for internal notes.
When Notes Are Allowed
| Situation | Internal notes |
|---|---|
| Assigned agent, open WhatsApp thread | ✅ |
| Assigned agent, open Instagram thread | ✅ |
| WhatsApp expired thread (window closed) | ✅ — only internal notes and Utility templates; free text blocked |
| Instagram expired thread | ❌ — Conversation expired - no messages can be sent |
| Bot still handling | ❌ — take over first |
| Another agent’s thread (non-supervisor) | ❌ |
On expired WhatsApp chats, the banner may read Free text is unavailable. Send an approved Utility template to re-engage, or add an internal note.
Notes vs Customer Messages
Internal notes do not reset customer care windows and are not shown to the end user on WhatsApp or Instagram. Use them for handoff context, escalation detail, or reminders.
Related Articles
- Send a Text Message (8.1)
- Send a Utility Template (8.5)
- Customer care windows (chapter 9)