Collaborate with internal notes and @mentions
Leave private notes on a conversation, mention a teammate to notify them, and keep contact-level notes.
Who can do this: Owner, Admin, AgentPlan: All plans
Customers never see notes. There are two kinds:
| Internal team notes | Contact notes | |
|---|---|---|
| Where | The Internal team notes bar above the composer | Notes in the contact panel, and the Notes tab on the contact page |
| Attached to | This conversation | The contact, across all their conversations |
| Mentions | Yes — mentioned teammates get a notification | No |
| Use for | Hand-overs, “customer asked for a callback at 5” | Lasting facts: “prefers Hindi”, “VIP since 2024” |
Add an internal note and mention a teammate
- In the conversation, click Open on the Internal team notes bar (“Only your team can see these”).
- Type in Add a private note for your team….
- To notify someone, click Mention teammate and pick them.
- Save. You’ll see “Internal note added.”
The mentioned teammate gets a notification under the bell in the top bar, linking straight to the conversation.
Add a contact note
- In the contact panel, type in Add a note… under Notes and click +.
- Notes are listed newest first with the author and time. Delete your own notes from the contact page’s Notes tab.