Internal email notes

Discuss emails without the customer seeing

Add private internal notes to any email thread. Tag colleagues, share context, and collaborate, all invisible to the customer.

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Customer Support

Re: Invoice #4521 - duplicate charge

Lisa Park2h ago

Hi, I was charged twice for my April subscription. Order #ORD-8842. Can you look into this?

Internal noteNot visible to customer

Customer has been with us for 3 years on the Enterprise plan. This is the second billing issue this quarter. Escalate to finance and offer a 10% loyalty discount as goodwill.

Sarah Chen · 30m ago

Finance confirmed, refund processed. Discount code LOYAL10 applied to next invoice.

Marcus Johnson · 10m ago

Add an internal note...

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Context where it belongs. On the email itself.

Private notes

Add notes to any email card that only your team can see. Share context, flag issues, or leave instructions. The customer never sees a thing. Notes live on the card, not in a separate tool.

Lisa Park

I was charged twice for my last order...

10:42 AM

sticky_note_2Internal note10:44 AM

Sarah Chen: Checked Stripe, confirmed duplicate charge. Refund of $49.99 already initiated. Should clear in 3-5 days.

visibility_offOnly visible to your team

Team mentions

@mention colleagues

Tag a team member in a note to get their attention. @Sarah can you approve this refund? They get notified instantly and can reply in the same thread. No separate Slack message needed.

Marcus Johnson11:30 AM

@Sarah Chen can you approve this refund? Customer is a VIP account.

Sarah Chen11:32 AM

Approved. Go ahead and process it.check_circle

notificationsSarah Chen was notified via @mention

Full context

Full context trail

Notes are timestamped and attributed. When someone new picks up a card, they see the entire internal conversation: who said what, when, and what decisions were made. No context lost during handoffs.

sticky_note_2Internal Notes3 notes

Sarah ChenMon 9:15 AM

Customer reports duplicate charge. Checking Stripe.

Marcus JohnsonMon 10:02 AM

Confirmed in Stripe, refund initiated for $49.99.

Elena RodriguezMon 2:30 PM

Customer confirmed refund received. Closing ticket.

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Reads the thread, drafts a reply in your team's tone.

Stop forwarding emails to discuss them.

Internal notes replace the 'FYI, see below' email that clogs everyone's inbox.

Without internal notes, teams discuss emails by forwarding them, CCing colleagues, or switching to Slack. Each creates noise, splits context, and makes it harder to find decisions later.

With Drag, the discussion happens on the email itself. The customer's message, your team's internal notes, and the final response all live on the same card. When someone new inherits the conversation, they have everything they need in one place.

Notes work alongside shared drafts. Discuss the approach in notes, then collaborate on the response in a shared draft. The customer sees a polished reply. Your team sees the full decision trail behind it.

Internal notes are available on all plans and work in kanban, list, and preview views.

“Internal notes eliminated our 'FYI' email chains completely. Everything we need to discuss about a customer email stays right on the card.”