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You can add internal notes to conversations and discuss customer questions or behind the scenes with your team or within your organization before replying.
🕹️ Interactive guide
Check out the interactive demo below for steps, or scroll down for our written guide.
1. To use internal notes in Vista Social, head over to the Inbox page from the main menu.
2. As you can see, networks that support inbox messaging can be selected. You may also click the Filter icon and type in the Profile name in the box.
3. Once you're done selecting profiles, select All Messages to view different messages from different platforms. Or you may click Unread to see messages you haven't replied to yet.
4. In the right corner of the page, you can click on the Filter icon to select different types of messages, such as Comments, Mentions, Messages, Reviews, Invites and Shares, as well as the status of the message, such as Acknowledged or Spam.
5. Click on Note to begin typing internal notes. Sometimes, a message needs to be seen by one of your team members to check if there's a better way to answer the customer's question, or maybe you just need their opinion before replying. Type your message in the box and hit the Send icon.
Pinning an important note to the top of a conversation
If a note needs to stay visible for the whole team, you can pin it to the top of the conversation instead of leaving it buried in the message history.
- Click the three-dot menu (⋮) next to the note.
- Select Pin to top of conversation.
- The note now appears in a highlighted banner at the top of the conversation, along with a count of how many notes are pinned (for example, Pinned note 1 of 1).
- To remove it, click the same three-dot menu on the pinned note and select Unpin from the top of the conversation.
The same menu also lets you label the message, create a Zendesk ticket from it, or remove the note entirely.
Frequently Asked Questions
Q: Can customers see the internal note?
A: No. All internal notes are private and only visible to your team.
Q: What should I use internal notes for?
A: Use them to get approvals, request support, assign tasks, or discuss messages privately before replying to the customer.
Q: Can I pin more than one note in a conversation?
A: Yes. Pinned notes stack in the banner at the top of the conversation, and the count (for example, "Pinned note 1 of 1") updates to reflect how many are pinned.
Need further help?
If you have any questions or need additional help, feel free to contact our awesome support team. We are here to assist you! 💙
Related Reading:
Replying to specific messages in a conversation
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