Edit, delete and colour an internal note

An internal note is a message in the dialog that only operators see; the client never receives it. This guide explains how to fix the text of your note, delete a wrong one and choose the colour of a new note.

When you need this

A note has a mistake or outdated information and you want to fix it instead of writing a new one.
A note was sent to the wrong request or by mistake and has to go.
You want to mark notes with colours so colleagues tell them apart in the feed faster.

What to know

You can edit and delete only your own notes. Other operators' notes have no such items.
Works in any channel: chat, messengers, email, tickets.
After an edit the note shows "✎ edited at HH:MM". The full date is in the tooltip. Other operators who have the request open see the new text and the marker without reloading the page.
Previous versions are not shown on the card. The old and new text are kept in the request logs.
The colour is chosen before sending a new note. The colour of a sent note cannot be changed. All operators see the colour, and it stays after a page reload.

Before you start

You are signed in as an operator.
The request is not closed and you are working in it: the message input is open (you are in the dialog, or it is an open ticket).
To delete: your role has the "Removing messages (Telegram)" permission. Despite its name, for notes it works in every channel. If you do not have it, ask your administrator.

Edit a note

Find your note in the dialog feed.
Click the actions menu in the card header (three dots).
Choose "Edit".
The note text appears in the input field — without your name at the start; the system adds it back itself. Above the field there is a strip with the current text; clicking it scrolls the feed to the note.
Change the text.
Press Enter or click Edit. To discard the changes, click Cancel.

After saving you see "Message edited", and the note shows "✎ edited at HH:MM".

Delete a note

Open the actions menu of your note.
Choose "Delete".
Confirm the deletion.

The note disappears for every operator who has the request open. The request logs keep a deletion entry with the note text.

Choose a note colour

Switch the input to "Internal note" mode.
Five dots appear to the right of the switch: Orange (default), Green, Blue, Purple, Pink. The colour name is in the tooltip.
Click a colour — the selected dot gets a ring.
Write and send the note.

The chosen colour stays while the browser tab is open. After a page reload it is orange again.

How to check it worked

After an edit the note text changed and "✎ edited at …" appeared.
After deletion the note is gone from the feed and the request logs have a deletion entry.
A new note has the chosen colour, and it stays after a page reload.

If the item is missing

No "Edit" — the request is closed, you left the dialog, the ticket was merged into another one, your role cannot reply or write notes, or the Facebook/Instagram reply window has passed. Editing is possible only while the message input is open.
No "Delete" — your role lacks "Removing messages (Telegram)", the note is older than 48 hours, or the request is closed (a closed request also needs "Editing (deletion) messages in closed dialogs").
No items at all — the note belongs to another operator.
Error "You can only edit your own notes" — the note was written by another operator.

Limitations

Other operators' notes cannot be edited or deleted, even with role administrator rights.
A note can be deleted within 48 hours of creation. It can be edited without a time limit while the request is open.
Notes added from the attachments window are created orange.
A note from another ticket shown in the current one always looks orange.