What the team needs to know, without sending it to the customer.
“They asked for an invoice”, “don’t offer a discount”, “waiting on yesterday’s payment”. That is not a WhatsApp. It is a note on the thread, visible to whoever opens it next.
Conext internal notes stay on the contact. The next shift reads them. The customer gets nothing.
The same box, another mode.
The composer has a message mode and a note mode. The island tints when you are writing for the inside, so an internal remark does not go out to the customer’s number. Shortcut: Ctrl + \. Enter saves the note; it does not send it to WhatsApp.
If you use an AI suggestion, the box switches back to message mode before the text drops in. Otherwise the reply to the customer would be saved as a note and nobody on the other side would see it.
They live on the contact, not in a side chat.
The right-hand panel has an internal notes tab. That is the history of what the team left on that person. You do not hunt for it in another system or on a sticky note at the till.
A note is text. It does not take a photo or a voice note: those are for the customer. Mixing an attachment with an internal note is exactly how something goes to the wrong person, so the CRM will not let you.
In practice
- 1
You switch to note
The box makes it clear you are writing for the team, not for WhatsApp.
- 2
You save
It stays on the thread and on the contact’s notes tab. The customer gets nothing.
- 3
The next shift reads it
They open the same chat and see the context without asking around the back.
The note is the remark that used to go in the shop’s WhatsApp group. Now it sits on the right thread.
Want to see it with your own threads?
Essential includes one channel, 500 AI conversations per month, and one active agent.