Who can see a note, and which notes the AI reads

Every note about a customer has a choice under the box called Who can see this. There are three:

• Team: everyone on your team can read it. This is where every note starts.
• Team and the AI: everyone on your team can read it, and the AI that answers your customers may use it with that customer.
• Only me and admins: only you and your admins can read it, and no AI ever reads it. Use this for a pastor's care note, a lawyer's note about a sensitive matter, or anything a volunteer or assistant should not read.

Add a note

1. Open the customer's page and go to their notes, or use the notes box in the customer panel beside a conversation in your inbox.
2. Type your note.
3. Under the box, set Who can see this. It starts on Team every time, so a note is only shared with the AI, or kept private, when you choose it. When you pick Team and the AI, a line under the choice says the AI may use the note when it answers this customer, and may tell them what it says.
4. Click Add note. A private note shows a lock and the words Only me and admins, so you can tell it apart from the team's notes. A note marked Team and the AI shows AI can use.

Which notes the AI reads

• The AI answering your customers reads only notes marked Team and the AI: the 3 newest ones for that customer. It uses them only with a customer it can be sure of, and not when someone texts in from the customer's number. See What else does the AI know about a customer? for who counts.
• Your staff AI tools (drafted messages, the AI workspace and the customer summary) read Team notes and Team and the AI notes, the same as before.
• No AI reads a note marked Only me and admins.

Write a Team and the AI note as a fact the AI can share, such as "prefers Saturday mornings" or "bringing 80 guests". The AI may tell the customer what it says, so keep anything you would not say to them out of it. The AI treats the note as information, never as instructions.

Who can read a private note

• You, because you wrote it.
• Every admin on your account.

Nobody else on your team sees it. It does not appear in their notes list, their Timeline or the customer panel in their inbox, and nothing tells them it exists. If a private note is pinned, the pin shows only to the people who can read it. A customer has one pinned note at a time, so if a teammate pins another note, your private note simply stops being pinned. When you edit a private note, its earlier wording is not kept in the activity log.

Peakify support can see it only while they are signed in to your account to help you, the same as the rest of your records, and each support sign-in is recorded in your account's activity log.

Good to know

• Who can see a note is chosen when you add it. Editing a note changes its wording and keeps who can see it.
• A removed note is never read by any AI.
• Notes written automatically when a task is finished are always team notes.