# Notes

Notes are helpful in specific customer engagement because they allow businesses to **store** and **retrieve** relevant **information** about their **customers**, such as their **preferences**, **purchase** **history**, **feedback**, or **issues**. 

* Add notes for internal communication.
* Notes are visible only to agents and not to customers.
* It can be used as supplemental information or explanation or to keep track of important details for future reference.

<details>

<summary>Use Case</summary>

Imagine you're an agent assisting customers. A customer named Emily contacted with a technical issue related to a software product. As you interact with Emily, you notice a few important details that could impact her situation:

1. She's in a different time zone, so response times might need adjustment.
2. She expresses frustration about a previously unresolved issue.

In the chatbot interface, you have the option to add notes to the conversation:

1. Another note mentions her time zone, helping you respond at appropriate times.
2. You also note her previous unresolved issue to provide context for resolving the current problem.

</details>

## **Add Notes**

1. In the **right-hand corner** of the **shared team inbox**, there is a **Customer Panel** where you will find the **Notes** option.

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2. Now click on the **Notes** option. You can Add or Edit notes from here.

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* To add a note, write it in the **Add Note** block and click on **Add.**

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* Once added you can see the it below. To Edit the note, click the **Edit Icon** next to it.&#x20;

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* To Delete the note, click the **Delete Icon**.

<figure><img src="/files/OIhnysGFMOXfWBPCSK9T" alt=""><figcaption></figcaption></figure>


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