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# Add handoff notes to Kustomer conversations

> Write an internal Kustomer note with the issue, what was tried and what the customer expects when a conversation changes hands.

Source: https://cotlet.dev/integrations/kustomer-api-mcp-server/add-handoff-notes-to-conversations

A long conversation moves to another agent or team, and the new owner starts by reading 80 messages. The previous agent wrote nothing down because the shift ended.

Cotlet does it in your own Kustomer account with search\_conversations, get\_conversation\_messages, get\_customer and add\_note, called by your AI agent, an n8n workflow or a script.

[Sign up free](https://cotlet.dev/app/signup?app=kustomer) [All Kustomer tools](https://cotlet.dev/integrations/kustomer-api-mcp-server.md)

Hosted · nothing to install or maintain

## Can Kustomer do this on its own?

Kustomer notes are written by hand in the reply editor, and AI summaries and the official MCP server can read and summarize a thread (checked 17 Oct 2026). The MCP server can search notes but cannot write one. Nothing writes the handoff note into the conversation.

## How you do it in Kustomer today

1. The new owner opens the conversation in the customer timeline and scrolls through the whole thread.
2. To leave a note, the agent selects Note in the reply editor, writes and formats the text, and selects Create note.
3. A note can @mention up to 20 users or teams. Typing @ and the name, then Tab, completes the mention and notifies them.
4. The note stays in the timeline, visible only to people in the organization, and can be edited or deleted from More options.
5. Writing it is skipped whenever the queue is busy, so the handoff context lives only in somebody's head.

## How to add handoff notes to Kustomer conversations

Prompt

```
For each Kustomer conversation that changed owner today, read the thread and the customer profile, then add an internal note with the issue, what was already tried and what the customer expects next. Do not write to the customer.
```

1. 01  
### Find what changed hands  
search\_conversations lists conversations updated today for the team or owner you name. The agent works from that list, not from your whole queue.
2. 02  
### Read the thread and the customer  
get\_conversation\_messages returns the messages in order, and get\_customer adds the profile, so the note names the customer's plan or segment only if the profile has it.
3. 03  
### Write the note  
The note holds three things: the issue, what was tried, and what the customer expects next. It says only what the thread shows and marks anything unclear as unclear.
4. 04  
### Mention the new owner  
add\_note can @mention the new owner by name, which notifies them. This is why it asks for your OK by default.
5. 05  
### Keep the customer out of it  
add\_note writes an internal note, never a reply, so the customer does not receive it.

### What you get back

Example data

```
Conversations that changed owner today: 7
Notes added 6, e.g. Dana Whitfield, "Export fails": CSV export errors since 12 Oct, cache cleared and app reinstalled, customer expects a fix by Friday
Skipped 1, the thread has one message and nothing to hand over
```

### Other ways to ask

- Add a note to every conversation reassigned to Tier 2 and mention the Tier 2 team.
- Show me the notes you would write for today's escalations as a list and write nothing to Kustomer.
- Before each renewal call, add a note on the customer's open conversations with the latest status.

## What Kustomer allows, and what to know first

- Kustomer notes are internal and visible only to users in your organization.
- A note holds at most 10,240 characters, and a note attachment is limited to 9.5 MB. Longer text goes into several notes.
- A note can mention up to 20 teams or users, and each mentioned user is notified.
- A note can be edited or deleted after posting from the More options menu.
- The official MCP server has a search-notes tool that filters by author, content and linked conversation, so notes written here are searchable there.

add\_note asks for your OK by default. To run it daily without you, switch confirmation off for that tool in your dashboard.

Sources: [Kustomer Help: Use notes in conversations](https://help.kustomer.com/en%5Fus/use-notes-HJvDjNP58) · [Kustomer Help: Understanding the Kustomer MCP Server tools](https://help.kustomer.com/en%5Fus/understanding-the-kustomer-mcp-server-tools-ry1KuLVXMx) · [Kustomer Help: Understanding the Conversation lifecycle](https://help.kustomer.com/en%5Fus/understanding-the-conversation-lifecycle-BJTXglPhbe)

## Call add\_note from a script

curl

```
curl -X POST https://cotlet.dev/api/v1/kustomer/conversations/6718d2e4a1b2c3d4e5f60711/notes \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"body":"Handoff: CSV export errors since 12 Oct. Cache cleared and app reinstalled, no change. Customer expects a fix by Friday."}'
```

Example response

```
{
"conversation_id": "6718d2e4a1b2c3d4e5f60711",
"note_id": "6720b1d0a1b2c3d4e5f60855",
"internal": true,
"created_at": "2026-10-17T09:01:00Z"
}
```

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is kustomer\_write → add\_note. Example data.

[Schedule it in n8n, Make, Zapier or cron](https://cotlet.dev/integrations/kustomer-api-mcp-server.md#automations)

## Kustomer tools this automation uses

__Cotlet Kustomer tools used to add handoff notes to Kustomer conversations__
| Tool | Parameters |
| --------------------------- | ------------------------------------------------------------------------- |
| search\_conversations | status, tag, customer\_id, updated\_before, updated\_after, limit, cursor |
| get\_conversation\_messages | conversation\_id, direction, channel, cursor |
| get\_customer | customer\_id |
| add\_note | conversation\_id, body |

[All 12 Kustomer tools with descriptions](https://cotlet.dev/integrations/kustomer-api-mcp-server.md#tools)

## Frequently asked questions

### Is it safe to connect Kustomer to Cotlet?

Yes. You sign in to Kustomer yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get Kustomer once you enable it, every background request is listed, and the browser profile is stored encrypted with AES-256-GCM, the cipher 1Password uses for its vaults. The AI model never sees a login, posts and messages wait for your OK, and Disable for agents cuts access in one click. Independent scanners grade cotlet.dev A+ on Qualys SSL Labs, securityheaders.com and Mozilla Observatory; live results are on https://cotlet.dev/security.

## More Kustomer automations

- [Merge duplicate Kustomer conversations with AI](https://cotlet.dev/integrations/kustomer-api-mcp-server/merge-duplicate-conversations.md)
- [Follow up on snoozed Kustomer conversations](https://cotlet.dev/integrations/kustomer-api-mcp-server/follow-up-on-snoozed-conversations.md)
- [Kustomer API and MCP server: every tool](https://cotlet.dev/integrations/kustomer-api-mcp-server.md)
- [All use cases](https://cotlet.dev/use-cases.md)

## Give your agent access to Kustomer.

Free 7-day trial with 2,000 credits, no card needed. Cotlet is independent and not affiliated with Kustomer.

[Sign up free](https://cotlet.dev/app/signup?app=kustomer)

---

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## For AI agents: sign your user up

Is your user asking you to sign them up for Cotlet? You can do it for them, no account or key needed.

1. Read the fields and their allowed values: GET https://cotlet.dev/api/v1/access-requests
2. Ask the user for each value: email, apps, what you will do with them. If they leave the password to you, generate a strong one and show it to them.
3. Show the user what you will send, then POST it as JSON to https://cotlet.dev/api/v1/access-requests.

One call creates the account and sends the access request; we email the user when access is granted.