Internal notes & team @mentions

Every conversation has two ways to write into it. The Reply tab sends a message to the customer. The Internal note tab writes a note that lives in the same thread but is only ever visible to your team. Notes carry an amber tint everywhere they appear, so there’s never a doubt about which one you’re looking at.

A note isn’t a separate scratchpad — it sits inline in the conversation, in time order, between the real messages. That’s the whole point: the context stays next to the moment it’s about, so the next teammate to open the chat reads the story in order.

Open any conversation, then in the reply box at the bottom click the Internal note tab. The composer turns amber and the placeholder reads “Add an internal note…”. Type your note and press Enter — or click Add note. That’s the whole flow.

A few things the composer gives you: line breaks with ⌘/Ctrl+Enter, emoji from the button, a file from the button, and a teammate @mention from the button (or just type @). There’s no bold or italic — notes are plain text, kept deliberately quick.

Typing @ (or hitting the button) opens a picker of your teammates. Pick one and their name becomes a violet chip in the note. Use the arrow keys and Enter to choose, or just click.

A mention does more than tag a name. If the teammate couldn’t see this contact before — because of your workspace’s contact-visibility rules — mentioning them adds them to the conversation and notifies them. The composer is upfront about it: a “Will be added to this conversation” notice lists exactly who’s about to gain access before you post.

Changed your mind? Remove the chip from the note (or the × on the notice) and the pending access is dropped too — “removing the @mention also removes access”. Nothing is granted until you actually post the note.

How a mentioned teammate finds out. Everyone you @mention gets an amber marker on that conversation in their Inbox list — hover it and it reads “You were mentioned”, and it clears the moment they open the chat. On top of that, if the mention added them to the conversation (they couldn’t see the contact before), they also get a notification in the bell at the top of the app that jumps straight to the chat when clicked.

Use the button to attach one image or document to a note — a screenshot of a payment, a quote PDF, a copy of a contract. Images show inline in the note; documents appear as a download card. Like the note itself, the file is team-only and never reaches the customer.

Hover a note and a menu appears beside it. Edit reopens the note in the composer with an amber Editing badge — change the text, swap or remove the file, then Save (or Cancel). An edited note is quietly marked · edited in its header so the timeline stays honest.

Who can do what: you can edit and delete the notes you wrote. Admins can delete any note in the workspace — handy for cleaning up something that shouldn’t stay on the record.

A few patterns teams lean on. Each is just a note — the habit is what makes it useful.

• ✓Notes are team-only by design — they can never be sent to the customer, even by automation. Reply for the customer, Internal note for the team.
• ✓A note can become the conversation’s latest preview in your inbox list. Don’t be thrown if a thread’s last line is an internal note rather than a customer message.
• ✓Mentioning a teammate who can’t see the contact grants them access. That’s a feature, not a slip — but it does mean they’ll now see this conversation.
• ✓Mentions surface in-app only (no email or text): an @ marker in everyone’s Inbox list, plus a bell notification only for teammates the mention newly adds to the conversation. For an urgent ping, don’t rely on the @mention alone.
• ✓Notes are plain text plus emoji and one optional file — no formatting. Keep them short and scannable.
• ✓Deleting is permanent and takes the attachment with it. Edit if you can; delete only when you mean it.