How to leave internal notes on Inbox tickets

Estimated 2 minute read
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Updated Apr 7, 2025, 10:03 PM EST
You will learn

You will learn

Discover how to create and use notes to manage tickets in your Klaviyo Inbox. 

Before you begin

Before you begin

Notes can assist support representatives when managing tickets in your Inbox. If you are new to using tickets, we recommend reviewing our guide to the Klaviyo Inbox before continuing.

What are notes?

What are notes?

Notes are private comments you can add directly to customer conversations within tickets in your Klaviyo Inbox. These notes are only visible to your team members viewing the ticket in Klaviyo, which makes them useful for internal communication or leaving reminders on specific tickets, without notifying the customer.

Internal notes:

  • Can be added to both SMS and web chat tickets.
  • Are specific to the ticket where they are added. They do not carry over to other tickets.
  • Appear in the message thread in a different color and are labeled “Note,” making them easily distinguishable from other messages in the conversation.
Add a note to an Inbox ticket

Add a note to an Inbox ticket

To add a note to a ticket:

  1. In Klaviyo’s main navigation, select Conversations > Inbox.
  2. Click on the ticket where you'd like to add a note.
  3. In the message field (where you’d normally reply to the customer), click the down arrow next to Reply. The field will change to Note.
    The dropdown next to the Reply button being selected from the reply textbox within an Inbox ticket.
  4. Type your note.
  5. Click Add note to add your note to the message thread. The note appears in orange, while conversational messages between the customer and support agent remain in blue.
    An example message thread for an Inbox ticket showing an orange note that was added.

Once added, notes cannot be edited or deleted. You can, however, add multiple notes to a single ticket as needed.

Internal notes added to a ticket are never visible to the customer. For example, the customer's view of the web chat ticket shown above would not include the note and would instead appear as shown in the image below.

A customer's view of a web chat conversation they're having on a website.

Additional resources

Additional resources

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