Workflow node: Add internal note

What it does

The Add internal note node drops a note on the active conversation that only your workspace's agents can see — the contact never sees it. It shows up tagged as "System" (or with the workflow's name) so the team knows it was generated automatically, not typed by a human.

When to use it

Use it whenever a workflow needs to leave a trace of something that happened — a calculated value, a warning, a summary — without interrupting the conversation with the customer. It pairs naturally with an AI node upstream (for example, right after an "AI Classifier" node) to record why a conversation was routed or branched a certain way.

Configuration

• Text (required): the note's body. It accepts variables in double curly braces, e.g. {{$ai_classify.category}} or {{contact.name}}, which the engine substitutes before saving the note.

Example

In a reception workflow: right after the "AI Classifier (route by intent)" node, add an Add internal note node with: Auto-routed to {{$ai_classify.category}} (confidence {{$ai_classify.confidence}}). Whichever agent picks up the conversation instantly sees why it landed in their queue.

Tips

• If the text ends up empty after variable substitution, the node fails silently (no note is created) — double-check the variable actually exists at that point in the flow.
• The note is linked to the workflow that created it, so you can later audit which automation wrote what.

Troubleshooting

If the note never appears, confirm the workflow has an active conversation in context — it won't work on triggers that aren't tied to a conversation (some scheduled triggers without a contact, for instance). A "Conversation not found" error usually means the conversation was deleted or permanently closed between workflow steps.