# 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- A note has a mistake or outdated information and you want to fix it instead of writing a new one.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

- [x] You are signed in as an operator.
- [x] 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).
- [x] 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

1. Find your note in the dialog feed.
2. Click the **actions menu** in the card header (three dots).
3. Choose **"Edit"**.
4. 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.
5. Change the text.
6. Press **Enter** or click **Edit**. To discard the changes, click **Cancel**.

<!-- Screenshot: note menu with "Edit" and "Delete" — added by the demo -->

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

<!-- GIF: editing a note → marker in another tab — added by the demo -->

## Delete a note

1. Open the actions menu of your note.
2. Choose **"Delete"**.
3. 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

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

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

<!-- Screenshot: colour palette in light and dark theme — added by the demo -->

## 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.

## Related

- [Reply to a client](/en/operatorline/how-to/reply-to-client.md)
- [View ticket logs](/en/operatorline/how-to/view-ticket-logs.md)
- [Configure roles](/en/settings/how-to/configure-roles.md)