What Are Internal Notes?

Internal notes let you communicate with your team inside a conversation without the customer seeing it. Use them in the team inbox for context sharing, requesting help, or documenting decisions.

Notes appear inline in the message stream with a gray left border and the label "(internal note)", making them visually distinct from customer messages.

Writing an Internal Note

1. Click the notes icon below the message composer to switch to note mode
2. You'll see the label: "Internal note (Only visible to you and your team)"
3. Type your note in the input field
4. Click the paper plane icon to post the note

Note Features

• Emoji — add emoji to your notes
• File attachments — attach documents or images to notes
• @Mentions — tag team members (see below)

@Mentions

Use @mentions to draw a specific team member's attention to a conversation. Make sure your team is set up correctly — see managing your team and roles.

How to Mention Someone

1. In the internal notes input, type @
2. An autocomplete dropdown appears with your team members
3. Select the person you want to mention
4. Their name is highlighted as a blue badge in the note
5. Post the note — the mentioned person will see it in their "Mentioned" filter

The Mentioned Filter

In the sidebar, click the @ Mentioned filter to see all conversations where you've been tagged. This filter shows a red badge with the count of unread mentions.

Sub-filters

• All — all your mentions
• Todo — unread/unresolved mentions that need your action
• Done — mentions you've marked as handled

Marking Mentions as Read

When you see an unread mention in a conversation, a checkmark button appears next to it. Click it to mark it as "done" — it moves from the Todo sub-filter to the Done sub-filter.

Best Practices

• Use notes for handoff context — explain what happened before transferring to a colleague
• @mention specific people when you need their input — don't leave notes unaddressed
• Keep notes brief and actionable — focus on what needs to happen next
• Use notes to document decisions — "Customer agreed to replacement, processing refund"
• Check your Todo mentions regularly — treat them like a personal task queue