Files, Images, and Internal Notes

The conversation card in HelpDesk stores more than plain text. Inside it, your team can keep internal notes, attach images and documents, and preserve the full working context without moving the discussion into a separate external chat.

1. What can be stored inside a conversation

A HelpDesk conversation can include:

• incoming client messages from Telegram;
• agent replies sent back to the client;
• internal team notes;
• images and documents as part of the communication;
• system events related to the conversation.

This is especially useful when support, product, and engineering all touch the same issue: no one needs to move parts of the context into separate chats or disconnected tools.

2. External attachments in customer replies

When an agent replies to the client, they can attach files directly to the outgoing message. In the current version, the conversation flow supports images, documents, and voice messages up to 20 MB per file.

1. Open the conversation.
2. Enter text in the Reply to client composer.
3. Add a file or image if needed.
4. Send the reply.

After sending, the message appears in the timeline, and the delivery status may also be shown when relevant.

3. Internal notes and why they matter

An internal note is a separate message type that never goes to the client. Use it when the team needs to:

• leave a technical comment for colleagues;
• record a hypothesis or root-cause clue;
• hand context over to the next specialist;
• attach an internal file that should never be sent outward.

In the UI, internal notes are grouped separately from the main customer-facing message flow. That makes it easy to review the team’s internal trail without mixing it into client communication.

4. How files and images appear in the timeline

Once attached, a file becomes part of a specific message in the conversation history. This means the team can still understand later:

• who attached the file;
• which message it belonged to;
• whether it was part of an external reply or an internal note.

This is stronger than a generic “file list” because the attachment keeps its context: a bug screenshot stays next to the bug description, and an internal PDF stays next to the note that explains it.

5. Limits and practical rules

In practice, the cleanest approach is:

1. Anything the client should see goes through the external reply.
2. Anything internal or operational stays in internal notes.
3. If a file matters for later work, add at least a short text explanation so teammates understand why it was attached.

6. How to avoid losing context in long conversations

When a conversation grows longer, a simple discipline helps a lot:

• record important internal decisions as notes instead of keeping them only in spoken discussion;
• after linking a task, leave a note describing what exactly has been sent into execution;
• when the client sends a screenshot or document, keep it inside the same conversation card next to the related message.

That turns the conversation card into a real mini-timeline: what the client wrote, what the team replied, which internal conclusions were made, which files were attached, and how all of that relates to the ongoing work.

7. What to read next

If the support channels themselves are not configured yet, begin with Bots and Support Channels. If you need the broader daily workflow, open Inbox and Customer Replies. If the conversation becomes execution work, continue to Linking Conversations to Tasks.