Internal notes and mentions
Leave private team notes on a chat and @mention a teammate to pull them in.
Internal comments are private notes on a conversation that the customer never sees, so your team can discuss a chat right where it happens.
Steps
- Open the conversation you want to comment on.
- Switch the message box to the internal note mode.
- Type your note for the team.
- To bring in a colleague, type @ and pick their name.
- Add your message after the mention.
- Post the note so it attaches to the thread.
How mentions work
When you @mention a teammate, they get notified and land straight on the thread, so they have the full context without you forwarding anything. Use it to ask a question, hand over a tricky chat or loop in a manager.
If it doesn't work
- If the customer could see your text, you were in reply mode; switch to the internal note mode and try again.
- If a teammate isn't in the @mention list, ask your admin to invite them first.
- If they missed the notification, check that they have notifications turned on.