There are multiple message types in an Inquiry conversation:
- External message: these are messages sent from the contact to you, or vice versa. You can only send messages if you set up an Inquiry email address.
- Internal notes: these are highlighted in yellow. You can use them for internal communication with a team mate, for example to propose an answer, or to ask a question to someone in the team.
- Logged message: used to log inquiries that came from elsewhere (for example, a phone call), and to log events related to an existing inquiry. For example, if a journalist sent an email with questions, and you had a phone call about it later, you can log it in the existing Inquiries thread to bring your colleagues up to speed.
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