Internal notes and mentions

“Quote sent, shipping pending”, “@María, this is Saturday’s customer” — internal notes live in the thread, but only the team sees them.

Before you start

You need

• To be able to act on the conversation (its assigned agent, their team lead, or an admin).

Steps

1. Switch to the “Internal note” tab. It’s next to “Reply” in the composer; the notice reminds you: visible to the team only.

2. Write the note and mention with ”@”. Typing @ brings up the agent list: pick who it’s for. The mentioned person gets a notification with a direct link to the conversation.

3. Press “Save note”. It stays in the thread with a distinct background — impossible to confuse with something the customer sees.

The handover file

Notes also show in the conversation’s Activity tab. When someone picks up a case, the full context is right there — no asking around.

Result

Note

The team coordinates right where the conversation happens — no side group chats, no lost context, and the certainty that the customer sees none of it.

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