CX: Sending Internal Notes to Users
The Conversations feature also allows you to leave internal notes for you or your colleagues to follow up on.
If you want to send an internal note to a colleague, the first step will be assigning the response to another user.
If you go into the conversation for that response, you can choose Internal Note. This will post a note, but not send it to the customer. The user that the response is assigned to will be automatically emailed a notification.
You can also change the status upon replying to a customer. To do this, check off the box that will either re-open or close conversation. If you do not check off the box, it will maintain its current status.