Internal notes are staff-only messages you can drop into any conversation timeline. They're invisible to the guest and show up in the AI agent's context, so your team can leave context for each other (and for the agent) without sending anything to the guest.
Hand off context between shifts. "Front desk promised an upgrade on arrival" — the next person opening the thread sees it without having to ask.
Document an offline conversation. A guest called from a different number or stopped you in the hallway — note what happened so the conversation history isn't missing pieces.
Flag something the AI agent should know. Notes feed into the agent's context, so if you've told a guest the room rate is being adjusted, the agent won't contradict you in its next reply.
Capture a decision your team made. "Approved late check-out at no charge" — easier to find than digging through Slack.
Open the conversation
In the composer at the bottom, switch the mode toggle from Send to guest to Internal note
Type the note and submit
The note appears in the timeline with a different visual treatment (so you can tell it apart from guest-facing messages at a glance) and a label showing it's staff-only.
Nothing. Internal notes never leave your team — they aren't sent as SMS, they aren't sent as email, they aren't surfaced anywhere the guest can see. If you accidentally write an internal note that was meant for the guest, you'll need to re-send it as a regular SMS.
Internal notes are included in the agent's context for that conversation. This means:
If you write "guest is celebrating their anniversary" as a note, the agent's next reply can warmly acknowledge it
If you write "do not offer a refund" as a note, the agent will respect that even if the guest asks
If you write "Sarah is handling this offline, don't auto-respond," the agent knows not to step in
Notes are read alongside the conversation history and your knowledge base when the agent decides how to respond.
Keep notes short and factual. "Late check-out approved through 1 PM" is more useful than "talked to the guest about wanting late check-out, said they have a flight at 3, I checked the schedule and it looked fine so I said yes."
Use notes for context, not commentary. Notes are visible to anyone on your team. Save the venting for Slack.
Internal notes are searchable. When you search a conversation thread, notes are included alongside messages — so a quick note like "VIP — comp breakfast" stays findable later.
