Internal notes & team @mentions

The reply box at the bottom of every chat has two tabs. Reply sends a message to the customer. Internal note writes a note that sits in the same chat but only your team can see. Anything to do with notes is amber, so you can always tell which is which.

Because a note sits in time order, the next person to open the chat reads the whole story, messages and context together.

The note appears straight away, for you and for anyone else who has this chat open. There is no bold or italic: notes are plain text and emoji, kept quick on purpose.

The name becomes a violet chip in the note. A mention does more than tag a name when the teammate cannot see this contact yet (your workspace may only show people the contacts they are assigned to). Posting the note adds them as a Collaborator on this contact, so they can open the chat and answer. They stay a Collaborator until someone removes them, and a small message confirms they were notified and added.

Changed your mind before posting? Delete the chip, or click the × on the notice. Nothing is granted until you add the note.

One file per note: picking another replaces it. A note also needs some text, so a file on its own will not post. Write a line saying what it is. Like the note, the file never reaches the customer.

An edited note shows · edited in its header. You can edit and delete your own notes. Workspace admins can edit and delete anyone’s.

In a long chat, notes can get lost between messages. Filter the thread to see only them.

A note can also be the last line of a chat, so it shows in the Inbox list as the preview: amber, in italics, with a icon. In that preview a mention reads “@mention” rather than the name.

Each of these is just a note. The habit is what makes it useful.

• Reply is for the customer, Internal note is for the team. Check the tab before you press Enter. The note box is amber; the reply box is white.
• A mention can give access. Mentioning someone who can’t see the contact makes them a Collaborator on it, and they keep that until someone removes them.
• Mentions are in-app only. An @ in the Inbox list and a bell notification, no email or text. For something urgent, follow up directly.
• Delete is instant and permanent. No confirmation, and the file goes with it.
• Editing doesn’t re-notify. A mention added while editing isn’t announced. Post a new note instead.
• No notes while the AI has the chat. When an AI agent is handling a conversation, its bar replaces the reply box, tabs and all. Take over first, then add your note. See Work your Inbox.
• Not the same as the Notes section. The NOTES section in the Lead Info panel is a separate set of notes about the contact, added with + New note. Internal notes live in the chat.
• Sharing with another workspace leaves notes out unless the workflow’s Share context step has its Internal notes on messages option switched on.