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Context is king in customer service: Sendbird Desk internal notes support smarter customer conversations

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Feb 15, 2022
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Caroline Dangson
Ebook Engage Mobile content offer background
New survey
How consumers prefer to communicate with businesses
On This Page
Ebook Engage Mobile content offer background
New survey
How consumers prefer to communicate with businesses

Agents using Sendbird Desk are now able to write and leave notes within a chat support ticket. This helps agents share important information that adds context to the chat support ticket within the same ticket thread. These internal Notes are only visible to Sendbird Desk agents and admins; they are not visible to the customer. Internal notes can help share important information with other agents who might be assigned to the ticket if it is reopened.

Case study Support mobile

Virgin Mobile UAE improved their CSAT with Sendbird Desk.

Blog Internal Notes Screen


Internal notes are highlighted in yellow to differentiate from the support chat with customers. Agents have the option to hide internal notes if prefered.

Blog Internal Note Entry

Internal notes have no maximum character count and can be created on all ticket types by the agent or admin assigned to them. The notes are flexible to serve many use cases like a personal reminder or message seeking help from another agent or admin. Internal notes are included in data exports but do not count toward any message-related metrics.

With this new feature, Sendbird Desk agents will have more context for smarter customer support conversations.

Contact us to get a live demo and see how easily Sendbird Desk powers fast and convenient customer support conversations in your mobile app.

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