{"id":1218,"date":"2022-04-22T20:19:41","date_gmt":"2022-04-22T20:19:41","guid":{"rendered":"https:\/\/support.grispi.com\/knowledge-base\/what-is-the-difference-between-an-internal-note-and-a-public-reply-in-the-mail-field\/"},"modified":"2025-06-12T11:56:24","modified_gmt":"2025-06-12T11:56:24","slug":"what-is-the-difference-between-an-internal-note-and-a-public-reply-in-the-mail-field","status":"publish","type":"ht_kb","link":"https:\/\/support.grispi.com\/en\/knowledge-base\/what-is-the-difference-between-an-internal-note-and-a-public-reply-in-the-mail-field\/","title":{"rendered":"What is the difference between an \u201cinternal note\u201d and a \u201cpublic reply\u201d in the mail field?"},"content":{"rendered":"\n<p><strong>Public reply:<\/strong> If you enter text here, the end user will receive your response via email. This is used for open communication with the customer.<\/p>\n\n\n\n<p><strong>Internal note:<\/strong> Only your agents can see this field. Any text or images added here will not be sent to the end user.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Public reply: If you enter text here, the end user will receive your response via email. This is used for open communication with the customer. Internal note: Only your agents can see this field. 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Details are here.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/support.grispi.com\/en\/knowledge-base\/what-is-the-difference-between-an-internal-note-and-a-public-reply-in-the-mail-field\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What is the difference between an \u201cinternal note\u201d and a \u201cpublic reply\u201d in the mail field?\" \/>\n<meta property=\"og:description\" content=\"What are the differences between the internal notes and public reply in the mail area in Grispi? 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