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Notes are internal comments on a conversation. They sit in the thread alongside the messages, highlighted so they are easy to tell apart, and the contact never sees them.

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Adding a note

  1. Open the conversation and select Add a note
  2. Write the note
  3. Send
The note appears in the thread as an internal entry rather than an outgoing message.
Notes are private from the guest, but they are visible to everyone with access to the inbox. Write them as something a colleague could read, not as something only you will ever see.

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Mentioning a teammate

Type @ followed by a name to tag someone in a note. Tagging notifies that person specifically. This is the key detail: your team is not notified about every note. Notifications go only to people tagged in one. If you need a specific person to act, tag them rather than assuming they will notice.

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Finding your mentions

To see everywhere you have been tagged, open Notifications in the left hand navigation panel and select the @Mentions tab.

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When to use a note

Notes earn their keep in a few situations:
  • Explaining why a conversation is snoozed to Follow up, so it makes sense when it resurfaces
  • Handing context to whoever picks the conversation up next
  • Recording something that happened off platform, for example a guest who called or turned up in person
  • Pulling in the one person who knows the answer, without reassigning the conversation
Pair a note with an assignment when you want action, and use a note alone when you only want the context on record. Tagging somebody in a note asks for their attention, it does not transfer ownership.

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Frequently asked questions

No. Notes are internal to your workspace and are not delivered on any channel.
No, only about notes where you are tagged. That is deliberate, so mentions stay meaningful.
No. If something needs to shape how the agent replies, put it in the knowledge base or a skill rather than a note. See What Goes Where.