# Internal Note

This feature allows to **add private notes** **visible only to agents and managers during user interactions**. These internal notes are helpful in various cases:

* They **help agents keep track of the user’s context and history,** which can improve the quality and speed of the service.
* They **allow agents to share information and collaborate with each other**, especially when handling complex or escalated cases.
* They **enable agents to add reminders or follow-up actions for themselves or other agents**, which can increase customer satisfaction and loyalty.

{% hint style="info" %}
Internal Notes will be **visible only to the agents** and not to the customers.
{% endhint %}

## **Steps to Write Internal Notes**

1. Click on **Internal Note** in the **Reply Section**.

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2. Write your Note and **Press Enter**.

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3. Your Note will be stored in the Note section, in the right-hand corner of the **Customer Panel**.

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4. Editing and Deleting the Note can be done just by clicking the relevant icon. 

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```

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