Internal notes allow operators to add workspace-only context to a Conversation without sending that text to the visitor.
Notes are useful for documenting handoffs, follow-up requirements, internal observations, or information another operator should know when reviewing the thread.
An internal Note is not a visitor reply. AIUNIFY Chat stores these entries separately as internal-note messages and excludes them from the visitor-facing message flow.
The composer explicitly states that the visitor will not see the Note and that other operators will.
From the deployed operator console:
Reply is intended for visitor communication. Note is intended for internal operator collaboration.
Always check the selected composer mode before submitting sensitive internal information.
Internal notes are included in the operator's full Conversation history so future workspace operators can understand prior internal context.
They are visually distinguished from normal visitor and AI/human reply messages.
AIUNIFY Chat also uses internal-note style records for certain system events. For example, transferring a Conversation records a system-flagged note explaining which operator transferred the Conversation and who received it.
These system notes provide useful handoff history without exposing that operational audit information to the visitor.
Appropriate internal Note content can include:
Do not use Notes as a replacement for information that the visitor actually needs to receive. Likewise, do not place private operator commentary in Reply mode.
Keep Notes factual and useful because they become part of the workspace's internal Conversation history.