> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cura.so/llms.txt
> Use this file to discover all available pages before exploring further.

# Private notes

> 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.

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.

## Before you begin

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

***

<Steps>
  <Step title="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**.

    <Frame>
      <img src="https://mintcdn.com/cura-2d9288ab/mTvBrm7WZR5GpnU1/images/inbox/conversation-view.png?fit=max&auto=format&n=mTvBrm7WZR5GpnU1&q=85&s=a99df187675e9518aabeb14dbfdd95ad" alt="The Reply and Private Note toggle above the Cura message box" width="2880" height="1560" data-path="images/inbox/conversation-view.png" />
    </Frame>
  </Step>

  <Step title="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.

    <Check>You've left a private note — it's saved in the conversation for your team and invisible to the customer.</Check>

    <Warning>
      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**.
    </Warning>
  </Step>

  <Step title="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.

    <Tip>
      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.
    </Tip>
  </Step>
</Steps>

## 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.

***

### Related articles

* [The Inbox explained](/inbox/the-inbox-explained)
* [Replying to a customer](/inbox/replying-to-a-customer)
* [Assigning conversations to teammates](/inbox/assigning-conversations)
* [Taking over from the AI (and handing back)](/inbox/taking-over-from-the-ai)