Introducing internal notes

Every conversation now has a Notes tab in the composer for leaving private notes that never reach the customer. Use it to document context, flag follow-ups, or hand off a thread between teammates without cluttering the customer-facing history.

Notes appear inline in the conversation timeline with a clear visual distinction from replies, and the new Notes accordion in the right sidebar lists every note on a conversation in one place. The visibility hint sits inline with the composer tabs so you always know whether your next message is going out or staying in.

Also in this update

• Composer tabs have been redesigned as an integrated tab bar — Reply, Note, and Internal now share the same strip
• A new note source type tags notes distinctly in the conversation API
• The Internal composer tab gets its own icon for quicker scanning