Notes & assignment
Leave internal notes for your team, assign a conversation to a teammate, and use the AI summary and lead panel without leaving the chat.
Every conversation has tools that let your team work together without the customer noticing: internal notes, assignment, priority, and a ready-made summary from the AI agent.
Internal notes
An internal note is a message inside the conversation for your team only. The customer never sees it, and the AI agent doesn't read it either.
Switch to "Internal note"
Above the text box there are two buttons: Reply and Internal note. Pick the second one and the box turns yellow.
Type and send
The note appears in the thread in yellow, with a note icon and your name.
Switch back to "Reply" before writing to the customer
The box stays on your last choice, so make sure you're on Reply before you write to the customer.
Good uses:
- "Called him, he wants to move the trip to early next month."
- "Ahmed approved this discounted price, don't go lower."
- "This customer booked Umrah with us last year."
A note doesn't pause the AI or change the conversation status. Only sending a Reply or clicking Take over does that.
Assigning to a teammate
In the Details panel (next to the chat on large screens, or from the Details button on phones) you'll find Assign to:
- Open the menu and pick a teammate.
- To clear it, pick Unassigned.
Good to know:
- Clicking Take over or sending a reply assigns the conversation to you automatically.
- Everyone finds their open assigned chats in the Assigned to me tab.
- In the list, an assigned conversation with your team shows "With" and the teammate's name (or "With You").
- Assigning doesn't notify the teammate, so tell them or leave an internal note.
Lead moderators can't see conversations
Their names may appear in the assignment list, but a Lead moderator can't open the Conversations page. Assign conversations to owners or managers, and assign the lead itself to a moderator from the lead page.
Priority
Next to assignment is Priority: Low, Normal, High, Urgent. High and Urgent show a red label in the list. The AI sets High on its own when it hands over, or when it qualifies a hot lead. You can change it anytime.
AI summary
The Details panel has an AI summary box: a few lines on what the customer wants and where things stand. The AI writes it when it qualifies the customer or hands over; for a handoff you'll also see the Handoff reason under it.
Want a fresh summary after a long exchange? Click Summarize in the box (or from the ⋮ menu). Very handy when you pick up a long conversation or pass it to a teammate.
The lead panel
The same Details panel gives you everything without leaving the chat:
Customer details: name and channel, phone (tap to call), email, nationality and city, and tags. Open contact takes you to the full profile.
Lead: the pipeline stage plus what the AI collected: trip type, destination, when, travellers, budget and score. Click Open lead to keep working on it in the lead page.
If it says "No lead created yet", the AI hasn't started collecting trip details. If you think the customer is serious, click Create lead: a lead is created in the Qualifying stage, linked to this conversation, and opens right away. (Owners and managers only.)