# How to Use Customer Notes
#### **What Are Customer Notes?**
Customer notes are **internal messages that only your team can see.** Customers cannot see these notes. You can use them to leave important context about a conversation, flag something for a colleague, or keep track of key details before **passing a chat to someone else.**
Notes appear **directly within the chat itself,** alongside the chat history. This means on any future date, when you scroll through the chat, the note will be visible right there in the conversation — no need to navigate anywhere separately.
***
#### **How to Create a Note**
1. Open the chat you want to add a note to.
2. On the **right side panel of the chat,** click on the **Notes tab.**
3. Type your note content in the input field.
4. Click the **Add Note** button.
The note will be saved with the **date and time it was created** and will also appear within the chat.
***
#### **How to Tag a Team Member in a Note**
You can tag a team member directly within a note to bring something to their attention.
1. While typing your note, type **@ followed by the agent's name.**
2. Select the agent from the list that appears.
3. Click the **Add Note** button.
The tagged agent will receive an **instant notification.** When they click on the notification, they will be **redirected directly to that chat.** This feature is available on **web, Android, and iOS.**
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#### **How to Edit a Note**
1. Find the note you want to edit in the **Notes tab.**
2. Click on the **three dots icon** next to the note.
3. Select **Edit Note** from the options.
4. Make your changes in the pop-up box that appears.
5. Click **Save Note** to update.
Once edited, the note will display the **date and time of the most recent modification.**
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#### **How to Delete a Note**
1. Find the note you want to delete in the **Notes tab.**
2. Click on the **three dots icon** next to the note.
3. Select **Delete Note** from the options.
4. A confirmation pop-up will appear. Click **Delete** to confirm.
The note will be **permanently removed.**
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#### **Understanding Permissions related to Customer Notes**
Admins can control which agents have the ability to create, edit, or delete notes. To configure this, go to **Settings > Org Roles** and search for **Notes.** You will find three permissions. To learn more about how permissions work, refer to [Understanding Org Role Permissions](https://learn.doubletick.io/settings/manage-roles/understanding-the-permissions-available-while-creating-a-custom-organization-role#conversation-management).
**Add Internal Notes:** Allows the agent to **create** internal notes on a chat.
**Edit Internal Notes:** Allows the agent to **update** an existing internal note.
**Remove Internal Notes:** Allows the agent to **delete** an internal note from a chat.
Assign these permissions based on the **level of access** each agent should have. All notes, once created, are **visible to all agents** in the team.
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#### **Summary**
Customer Notes is a powerful internal tool that helps your team stay aligned on every conversation. You can **create, edit, and delete notes** directly from the chat. Notes are **visible within the chat history** itself, making it easy to review context at any point. Use the **@ mention feature** to tag and notify specific agents instantly. Admins can manage note access through **Settings > Org Roles** by assigning the relevant create, edit, or delete permissions to each agent.
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