Inbox Operations5 min readUpdated July 10, 2026
Internal notes and timeline
Collaborate privately inside conversations and keep an auditable timeline of important events.
The details panel keeps a clean split between client-facing messages and team-only collaboration tools. Use internal notes and timeline history to keep everyone informed.
Internal notes rules
- Visibility: Notes are marked with a distinct gold background and are never visible to the customer.
- Editing & Deleting: Agents can edit or delete their own notes. Edited notes show an indicator, and deleted notes show a "note deleted" placeholder in the timeline to preserve structural log ordering.
- Copilot Saving: You can save any Agent Copilot outputs (summaries, translations) directly to internal notes with one click.
Timeline audit events
The timeline records crucial operational lifecycle events:
- Conversation started (identifying channel and initial contact fields).
- Bot responses and confidence scores.
- Agent assignments, status updates, and manually applied tags.
- AI Action triggers, API response codes, and approval log links.
- Customer satisfaction ratings and feedback entries.