Inbox & follow-ups·Beginner4 min read

Add internal notes on a case

Team-only annotations on a case or customer — supports attachments via drag-drop. The customer never sees them.

In this guide

1. What internal notes are — and who sees them
2. How to add a note
3. Attaching files to a note
4. Who can add notes
5. Editing and deleting notes
6. Notes vs. messages — the key distinction
7. Common uses
8. Frequently asked questions

Internal notes are private annotations you and your team can add to any case or customer profile. They live in the thread alongside the real conversation but are completely invisible to the customer — they never appear in emails, the customer portal, or anywhere else the customer can see. Use them to capture context, log an in-person conversation, share a file with your team, or flag something only your staff needs to know.

1. What internal notes are — and who sees them

A note is team-only. Every member of your workspace with the right role can read all notes on a case, regardless of who wrote them. The customer has no access, full stop — not now, not if you share the customer portal link, not if you forward the thread.

Think of notes as your team's running margin comments on a case. Messages go to the customer. Notes stay inside.

2. How to add a note

Notes live in two places:

On the case page (/inbox/[id]). Scroll down the thread to the gold-bordered "Internal note" card. It sits below the reply composer and is visually distinct from the outbound reply area — the gold border signals "this won't go to the customer." Type your note in the textarea and click Add note.

On the customer profile (/customers/[id]). The same gold-bordered card appears on the customer's profile page. Notes added here are attached to the customer record rather than a single case, so they're visible across all of that customer's cases. Useful for things that apply to the person broadly — preferred contact time, account history, or a personal detail they mentioned.

Both surfaces behave identically: type, optionally attach files, click the button.

3. Attaching files to a note

The note card supports the same file picker and drag-and-drop pattern as the inbox reply composer.

To pick files: click Attach in the dashed bar beneath the textarea to open your system file picker. You can re-open the picker to add more files, up to 10 total.

To drag and drop: drag one or more files onto the note card. The whole card turns violet with a "Drop to attach" overlay — drop the file and it queues up in the picker bar exactly as if you'd used the button.

Caps (same as all compose surfaces):

Per-file cap: 10 MB
Combined cap per note: 30 MB
Max files at once: 10
Accepted types: images (PNG, JPEG, WebP, GIF), PDFs, Word (.doc, .docx), Excel (.xls, .xlsx), plain text, CSV

Attached files appear as chips under the note body once the note is saved. Click an image chip to open the full-size lightbox; click a document chip to download it.

4. Who can add notes

Access is gated by role:

| Role | Can add notes | |---|---| | Owner | Yes | | Admin | Yes | | Manager | Yes | | Agent | Yes | | Viewer | No |

If you're a Viewer, the note card is read-only — you can see notes others have written, but the textarea and send button are hidden.

5. Editing and deleting notes

Notes are not editable after saving — if you need to correct something, delete and re-add.

To delete your own note: hover over it in the thread. A trash icon appears in the top-right corner. Click it and confirm. Only the note's author can delete their own notes this way.

Admins: can also delete any note via the workspace admin console regardless of authorship. This is intentional — admins may need to remove something added by a staff member who's since left the team.

There is no bulk-delete for notes.

6. Notes vs. messages — the key distinction

| | Goes to customer | Stays internal | |---|---|---| | Inbox reply | Yes | No | | Case-send dialog | Yes | No | | Log customer response | No | Recorded as inbound | | Internal note | No | Yes — team only |

If you type something in the gold-bordered note card, it will not reach the customer under any circumstance. If you need to actually send something, use the main reply composer (the one without the gold border).

7. Common uses

Returning client context. "Customer mentioned they booked with us in 2023 — check the old records before pricing."
Contract or agreement draft. Attach a PDF of a draft contract so the rest of the team can review it before you send.
Pricing notes. "Quoted at the standard rate but she asked about a discount — do not go below X."
In-person or phone recap. "Sylvia spoke to her in person on Monday — customer confirmed she wants the full package, deposit already paid in cash."
Screenshots of relevant context. A screenshot of a competitor's pricing page, a photo of a worksite, a WhatsApp screenshot of a conversation that happened outside Yesoma.

Notes build a shared memory for the case so any team member picking it up later has full context without having to ask.

8. Frequently asked questions

Will the customer ever see my notes? No. Internal notes are never included in any outbound email, customer portal view, or any customer-facing surface. Customers cannot see note content or any files attached to notes, even if they have an active portal link for the case.

Can I attach a contract or signed document? Yes. PDFs are fully supported — drop or pick any PDF up to 10 MB and it attaches to the note as a downloadable chip. Only your team can access it. This is a good way to keep a signed agreement close to the case without emailing it externally or storing it outside Yesoma.