Team notes with @mentions

Team notes let your team talk about a conversation without the customer seeing it. Write a note in the contact panel and use @ to mention a teammate. Only members of your team can read the notes, and they never reach the customer's phone or inbox.

Where to find it

Open Conversations in the dashboard, pick a conversation with a customer, and open the contact panel from the profile icon in the thread header. The Team notes section sits below the contact details.

How to use it

Type @ in the note box and pick a teammate from the list.
Write the note and press Save note. It appears at the top of the list, marked as belonging to this chat.
The mentioned teammate gets a notification from the bell icon. Opening it takes them to the conversation.
To review a note later, open the customer's page and the Timeline tab, where the note links back to the chat.

Who it helps: teams that pass conversations between people, such as sales and support. The context stays with the customer record instead of being split across chat apps.

Where to find it

Open Conversations in the dashboard, pick a conversation with a customer, and open the contact panel from the profile icon in the thread header. The Team notes section sits below the contact details.

How to use it

Type @ in the note box and pick a teammate from the list.
Write the note and press Save note. It appears at the top of the list, marked as belonging to this chat.
The mentioned teammate gets a notification from the bell icon. Opening it takes them to the conversation.
To review a note later, open the customer's page and the Timeline tab, where the note links back to the chat.

Who it helps: teams that pass conversations between people, such as sales and support. The context stays with the customer record instead of being split across chat apps.