Internal notes and tags

Internal notes live inside the conversation thread but are never sent to the shopper. Use them for carrier case numbers, manager approvals, or reminders to check inventory.

Tags label conversations for routing and reporting. They appear in the inbox list so anyone can see the topic at a glance.

Writing useful notes

• Start with the action needed, not the full story.
• Include order numbers and deadlines when relevant.
• Avoid sensitive payment details unless your policy requires them.

Tag hygiene

Retire tags that nobody uses and document what each tag means in your internal playbook. Too many tags make filters harder to trust.