Add an internal note and mention a teammate

Switch the message box from Reply to Note to write something only your team sees. Type @ and a name to mention a teammate and notify them.

1. #Open the Note tab

   Open the conversation in the inbox. Above the message box, select the Note tab instead of Reply. The hint under the box changes to "Only your team sees notes".

2. #Write your note

   Type in the Message field.

3. #Mention a teammate

   Type @ followed by the first letters of a name, for example @Ri. A Teammates list opens. Select the person you want, then keep typing your note.

4. #Save the note

   Select the send button. The note appears in the conversation, set apart from customer messages and replies. Each mention is highlighted in the note.

#What happens to the teammate

The teammate you mention gets a notification that says they were mentioned in a note. It includes the words from your note. They see it in the notification bell.

• You are never notified about your own mentions.
• Only members of your workspace can be notified.