Internal notes and mentioning a teammate
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An internal note allows you to leave a comment within a conversation that only your team can see. When you mention a team member in the note, they receive a notification, and the conversation appears in their "Mentions" section. This way, you can ask someone for input without putting the customer on hold.
- InboxOpen the conversation where you want to leave a note
- My NotificationsView notes that mention you
- Notification PreferencesSelect the channels for betting notifications
- Team ChatDiscuss topics unrelated to the meeting with your team
What is an internal note?
- It is not visible to customers through any channel; only team members in the CRM can view it.
- It appears in the stream as a balloon in a different color; below it, the text "Internal Note" is displayed with a crossed-out eye icon.
- Does not change the call status or assignment, does not send a notification to the customer, and does not play a notification sound.
- It does not count toward the SLA response time and does not trigger the automatic closure timer.
- Moves the conversation to the top of the list, because it counts as a new action in the conversation.
Write a note
- Open the conversation — Select the conversation from your Inbox where you want to leave a note.
- Switch to Note mode — Click the Message button in the upper-left corner of the reply box and select Note. The background of the box will change.
- Text — Tools for adding pre-written replies, emojis, files, and images also work in note mode.
- Save — Click the "Add Note" button or use
⌘/Ctrl+Enter.
After a note is added, the box returns to Message mode. If you want to write a second note in a row, set the type to Note again; otherwise, the text you type will be sent to the customer.
Even if the reply box appears locked because WhatsApp’s 24-hour window is closed, you can still switch to note mode and leave a note.
Don’t mention a teammate
- Switch to Note Mode — The Mention button is only visible in Note Mode; you cannot mention a team member in a message sent to a customer.
- Press the @ button — The "Mention a Teammate" button on the toolbar lists team members. If the list is long, a "Search for a Teammate" box appears above it.
- Select a person — The person you select will be added to the note. You can mention more than one person in the same note.
- Send a note — As soon as you save it using "Add Note," a notification is sent to the people mentioned.
What the person in question has:
- A notification titled "You've Been Mentioned" appears in the notifications list. Depending on your notification settings, it may also be sent via email.
- The conversation appears in the "Mentioned" section, and the number of entries in that section increases. Even if the conversation is postponed, the mention remains in this section.
- As soon as the conversation is opened, the bet is considered read, and the conversation is removed from "Mentions." No additional marking is required.
What You Need to Know
- A bet is placed only by clicking this button. Manually typing "@Ad" into the text will not send a notification.
- No notification is generated when you mention yourself.
- Notifications are sent only to active members of the workspace.
- A single note can mention up to 20 people.
Editing and Deleting Notes
When you hover over a note, the ⋯ button appears; you can click "Edit" to open the Edit Note window or click "Delete" to remove the note. Deleting a note prompts a confirmation, and the note is permanently removed from the conversation. The “Ask the Team” option in the same menu allows you to move the note or message to the team chat so you can ask a question there.
Leaving a note while transferring a call
When transferring a call to another agent or group, you can use the “Add a Note” button on the transfer panel to write a brief explanation. This text is added to the call as an internal note; the person taking over the call will see in the call flow why the call was transferred to them.
The difference between an internal note and a customer note
| Internal note | Customer Note | |
|---|---|---|
| Where to type | In the reply box, in Note mode | In the Notes section of the Details panel |
| What does it depend on? | That meeting | For the customer |
| Where it appears | Only during the course of that conversation | In all of the customer's conversations and in their profile |
| Mention | Available | None |
A customer note is intended for permanent information, such as “this customer always wants to be contacted by phone,” and requires permission to edit customer records in order to create one.
Setting Up Bet Notifications
Open the Settings › Personal › Notification Preferences page in the left menu. Under the "Mentions" section in the Conversations group, you can select which channels this notification will come from.