Notes and Customer Context
Add private conversation notes and review AI summaries, captured leads, form submissions, and recent visitor conversations.
Use the Details Panel
The conversation details panel brings operational and customer context beside the transcript. Depending on the conversation, it can show:
- Assignee and workflow status
- AI conversation summary
- Customer and channel information
- Captured lead details
- Related form submissions
- Internal notes
- Recent conversations from the same visitor
Add an Internal Note
Any workspace member who can see a conversation can add a note to it.
Select Add Note
Open the conversation and select Add Note from the conversation header.
Write the Note
Add handoff context, investigation results, follow-up details, or another detail that will help the team. A note can contain up to 4,000 characters.
Save the Note
Saved notes appear in the details panel with the author's name, avatar, and time. Newer notes appear first.
Notes are private
Internal notes are available only to workspace members who are allowed to view the conversation. They are not sent to the visitor and do not become part of the customer-facing transcript.
Generate an AI Summary
Workspace owners on Pro or a higher plan can generate a concise summary from the conversation transcript.
- Open the conversation details panel.
- Find AI Summary.
- Select the generate action.
- Review the summary as it streams into the panel.
- Regenerate it when the conversation has materially changed.
The saved summary remains attached to the conversation. Administrators and seat members cannot generate summaries in the current version.
Review a Captured Lead
When the widget captures visitor details, the matching lead appears in the conversation details panel. Use it to confirm who the visitor is without searching the Contacts page separately.
Lead matching is restricted to the same visitor session, agent, and widget so information from another conversation source is not mixed into the panel.
Review Related Form Submissions
Forms submitted during the conversation appear with their form name, status, submission time, and captured values. Open a submission to review all fields.
You can also manage submissions from the workspace-wide Form Submissions page.
Learn about form submissions →
Review Recent Conversations
The recent-conversations section shows up to five other active conversations associated with the same visitor session and widget. Open one to understand earlier questions or follow-up context.
Recent conversation matching
Recent conversations are based on the visitor session for the same widget. They are supporting context, not a permanent customer-identity match across unrelated browsers or widgets.
What to Record in Notes
Handoff context
State what has happened, what remains, and who should act next.
Investigation details
Record account checks, source links, or decisions that should not be sent to the visitor.
Resolution context
Explain why the conversation was resolved when the transcript alone does not make it obvious.
Last updated: August 7, 2026