The customer Messages view shows the messages shared in the conversation. Staff-only internal notes are excluded from that customer thread.
This means a visible conversation is not a complete record of every internal discussion the team may have had about the issue. If you need the reasoning behind a decision, ask the team to explain it in the shared thread.
Your customer message is a normal shared conversation message, not an internal note. The customer composer does not offer the staff Internal note mode. Write with the expectation that the people handling the conversation can read your update.
If the thread appears empty, first check for loading errors before drawing conclusions about its history. If the team refers to information you cannot see, ask them to provide the relevant explanation or file through the appropriate customer-visible channel. Do not attempt to infer private notes from gaps between timestamps; use the visible replies and the recorded workflow status to decide what you need to do next.
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