---
title: "Are Notes routable?"
slug: "are-notes-routable"
description: "Conversations, where a Note appears as the last item in Conversation Timeline, are not routable. This is because Notes are not considered routable items."
updated: 2025-10-03T22:43:16Z
published: 2025-10-03T22:43:16Z
canonical: "help.gladly.com/are-notes-routable"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Are Notes routable?

Conversations where a [Note](https://connect.gladly.com/docs/help-documentation/article/what-are-notes) is left as the last item in the Conversation Timeline are no longer routable. This is because Notes are not considered a routable item.

For example, if a Conversation starts with a phone call, which is then answered and handled by an Agent, this satisfies the SLA, and the Conversation has no other items to route. Adding a Note (whether by an Agent an integrated app) would not influence whether the Conversation is routed or not.

Adding a Task, however, would add an item that could be routed. An Agent or an integrated app could create a Task which is routed independently of a Conversation. It doesn’t route the Conversation nor does it need for a Conversation to be open to exist.

Another example is if a closed Conversation is reopened, and the last item in the Timeline is a Note. There will not be any routable items in the Conversation unless the Customer reaches out again. In this case, a Task item, which will be routable, routes the Conversation to the next available Agent for Tasks. The Agent can respond via SMS, phone, or email to resolve the Customer's issue.