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

# Notes and mentions

> Leave internal context on a conversation and pull a specific teammate in, without the guest ever seeing it.

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.

## 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.

<Warning>
  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.
</Warning>

## 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.

### Finding your mentions

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

## 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

<Tip>
  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.
</Tip>

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Can the guest ever see a note?">
    No. Notes are internal to your workspace and are not delivered on any channel.
  </Accordion>

  <Accordion title="Do I get notified about every note on a conversation?">
    No, only about notes where you are tagged. That is deliberate, so mentions stay meaningful.
  </Accordion>

  <Accordion title="Does the AI agent read notes?">
    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](/build-your-agent/what-goes-where/overview).
  </Accordion>
</AccordionGroup>


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.