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By the end of this guide, you’ll be able to leave notes on a conversation that your team can see but the customer never will — context, reminders, and handover details that stay behind the scenes. A private note is a message you write inside a conversation just for your team. It’s perfect for “called to confirm, no answer,” “VIP — comp the add-on,” or a quick heads-up before you hand a conversation to a colleague.

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Before you begin

  • Open a conversation in the Inbox.
  • Private notes work whether the conversation is handled by you, a teammate, or the AI.
1

Switch to Private Note mode

Above the message box is a toggle with two options:
  • Reply — goes to the customer.
  • Private Note — stays internal.
Click Private Note.
The Reply and Private Note toggle above the Cura message box
2

Write your note

  • Type your note as you would any message.
  • Notes appear in the conversation history, styled differently from customer messages so everyone can tell them apart at a glance.
You’ve left a private note — it’s saved in the conversation for your team and invisible to the customer.
Always check the toggle before you type. A note written in Reply mode would be sent straight to the customer. When you’re done with a note, switch back to Reply.
3

Use notes for clean handovers

Private notes shine when more than one person touches a conversation.
  • Before assigning a conversation to a teammate, drop a note with the context they’ll need.
  • Record what was promised, what’s pending, or anything the customer mentioned that the AI wouldn’t know.
A good note answers the question your teammate would otherwise have to ask you. “Wants a Saturday slot, called to confirm — waiting on her callback” saves everyone time.

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Troubleshooting

  • Worried a note went to the customer? Private notes are visually distinct in the history. If a message shows as a normal reply, it was sent — check the toggle next time.