Hi @Lucía, It’s Mat from the Support Engineering Team

When you add a note to a conversation in Intercom, it will not reopen a closed conversation.
To avoid reopening conversations, you should snooze them when you're waiting for a reply from a teammate.
This way, you can leave notes for each other without affecting the conversation's status.

This is the only workaround I can think of. To quickly snooze a conversation simply hit “z” after posting a note.

Hi, Mat! Thank you for your reply. We’ll try that.

Have a great week!