How do I add internal notes and mention teammates in a conversation?

Last updated: November 5, 2026

Add an internal conversation note when you need to share private context with teammates without sending anything to the contact.

Before you start

  • Open the conversation where the note belongs.

  • Decide whether a teammate should be notified with an @mention.

Steps

  1. Open the Omnichannel Inbox.

  2. Open the conversation where you want to add the note.

  3. Select Note in the conversation view.

  4. Type your internal note.

  5. To notify a teammate, type @ followed by their name and select them.

  6. Select Add Note.

Tips

  • Use notes for internal context, decisions, and handoffs.

  • Use @mentions only when a teammate’s input or action is needed.

  • Keep notes short and action-focused.

  • Remember that conversation notes are different from contact notes.

Troubleshooting

  • If teammates do not receive mention alerts, ask them to check notification settings for conversation mentions.

  • If a note is hard to find later, review the conversation activity timeline.

  • If a teammate cannot see the conversation, review their inbox and channel access.