How do I leave a note for my team?
In a conversation, pick Internal note in the pill above the box, write it, type @ to tell a teammate, then click Add the note. The customer never sees it.
Open the customer's conversation, pick Internal note in the small pill above the box, write your note and click Add the note. Type @ and a teammate's name to tell them. The customer never sees notes.
Also called: internal note, mention, @mention, tag a teammate, comment, note interne, mentionner, identifier un collègue
Step 1: Pick Internal note
Click Conversations and open the customer. Click the small pill above the box (it says Text ▾ or Email ▾) and pick Internal note.
Click: Conversations › the customer › Text ▾ › Internal note
Step 2: Write it and mention a teammate
Write your note in Write a note for the team…. Type @ to open Mention a teammate, then click a name. Enter starts a new line; Shift + Enter adds the note. Someone marked Can't see customers can't open this record, so they aren't told.
Step 3: Add the note
Click Add the note. The note shows in the thread, tagged Internal note. Under it you see Told… with the names you mentioned, then …saw it once they've read it.
Click: Add the note
Good to know
Each person you mention gets a notification in the app. If they haven't seen it after about 5 minutes, it goes to them by email too, unless they turned email notifications off.
You can mention up to 10 people in one note.
Working alone? The @ list doesn't show: the note is just for your records.
On a task, it works the same way: write in Activity, type @ to mention someone, then click Comment.
You can also ask Ask Alori: "Add a note on Benali for @Tom: the gate code is 4521."
If it doesn't work
I don't see Internal note. Your role can't change customers. Ask the owner.
A teammate isn't in the @ list. They aren't on your team yet, or they can't see customers.
"Write something first." On a task, write your comment before clicking Comment.