Last updated: 2026-10-12

How to use internal notes

When a conversation passes from one person to another, context is usually lost. Internal notes keep it inside the conversation, invisible to the customer.

Good uses

• Recording what was agreed on a phone call.
• Explaining why a discount was offered.
• Leaving instructions before handing the lead to a colleague.
• Marking pending items, such as documents still missing.

In Veylo

Switch the message field from Reply to Note. Notes appear in the conversation history with a different style and are never sent to the customer. Flows can also create internal notes automatically.

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