More than likely this is because the User replied to the notification, versus singing into the App. If they respond via email it will only be sent to your email and there will not be a history of it within the Official Note itself.

If this happens, you could copy and paste the content of the Users email in the Official Note.
  • To do this click into the note and paste the text from the email
  • Click Send message
Note: All parties that have access to the note would be notified
You could also mention in the note itself or the Official Note Confirmation notification to please log in to see the official notes to try to drive users to login to the App so the history is in the Official Note.