How to leave internal notes on Inbox tickets
Only Owners, Admins, Managers, or Support roles can access this feature.
You will learn
Discover how to create and use notes to manage tickets in Klaviyo Inbox.
Klaviyo Helpdesk ("Inbox") is a part of Klaviyo Service and is currently in public beta. While this product remains in beta, functionality is not complete, and will be subject to change frequently throughout the beta period. By enabling Inbox through the onboarding workflow, you agree to the beta terms and conditions as provided in your contract with Klaviyo. While this feature is free during the beta period, it will be sold separately upon launch to general availability.
You must have Customer Hub enabled to join the Inbox beta. If you are not in the Customer Hub beta, join here. Note that you must be on a paid Klaviyo email plan to be approved. Participation in this beta is currently available in English for those who operate a Shopify Online Store; headless themes are not supported at this time.
For feedback about Inbox functionality, email customerhub@klaviyo.com.
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 Klaviyo Inbox before continuing.
What are notes?What are notes?
Notes are private comments you can add directly to customer conversations within tickets in 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 any type of ticket.
- 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
To add a note to a ticket:
- In Klaviyo’s main navigation, select Conversations > Inbox.
- Click into the ticket where you'd like to add a note.
- 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.
- Type your note.
- 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.
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 conversation would not include the note you added, as shown in the image below.