Closing Notes: Include Internal Notes as Context
David
Business Problem:
The AI-generated closing summary only reads customer-facing messages — it doesn't see internal notes. For support teams that document technical work (diagnostics, backend checks, system observations) in internal notes rather than the customer thread, the resulting summary is incomplete. It describes the conversation but misses the actual work done behind it.
Use Case:
In ISP support, critical technical information — signal levels, diagnostic results, backend system checks — is recorded exclusively in internal notes, not sent to the customer. When a conversation is closed, escalated, or handed over, the next agent needs to know what was already tried and why. Today's AI summary doesn't tell them that; they have to manually review the full note history to piece it together.
Desired Outcome:
Allow the AI closing summary to use internal notes as additional context when generating the summary, alongside conversation messages. The summary itself remains an internal record — internal notes would not be surfaced to the customer.
A
Alyaa See
Hi David, thanks for raising this.
To make sure we're understanding correctly - are you asking for internal comments (notes agents leave inside a conversation, separate from messages to the customer) to be included when the AI generates the closing summary?
If yes, could you share a bit more on your current workflow and how this would help your business process? That context will help us assess the request properly!
David
Alyaa See
Yes — agents are using internal notes correctly (separate from customer messages).
Issue:
AI summaries currently only use customer-facing messages. In ISP support, critical technical context is often kept in internal notes, so summaries end up incomplete.
Why internal notes must be included:
Accurate context: Internal notes contain diagnostics (signal levels, LOS checks, PPPoE sessions, backend checks) not shared with clients.
Better handover/escalation: Next agent sees what was already tested, findings, and suspected cause.
Avoid repetition: Prevents redoing steps and frustrating clients.
Root cause tracking: Internal notes capture patterns and insights needed for troubleshooting and vendor escalation.
Operational efficiency: Faster resolution, fewer escalations, better reporting.
Clarification:
We are not asking to expose internal notes to customers.
We need AI closing summaries (internal-facing) to include:
Customer conversation
Internal agent notes
Outcome:
Improved continuity, reduced handling time, and more accurate support workflows.
A
Alyaa See
David thank you for the additional context!
We'll continue monitoring the votes on this request and keep you updated as things progress.