Notes and @mentions
A note is an internal message in a thread. The customer never sees it. Everyone who can see the thread can read notes, and every seat, Basic included, can add them.
Add a note
Section titled “Add a note”- Open the thread.
- Click the Note tab above the reply box, or press
n. - Write your note and click to add it.
Notes show in the timeline with a yellow background so nobody mistakes them for messages to the customer.
Mention someone
Section titled “Mention someone”Type @ in a note and choose a person from the list. They’re told about it, in the app and on their phone if they’ve turned on Mentions in their notifications. Only people who can see the thread’s inbox can be mentioned.
Pin a note to the top
Section titled “Pin a note to the top”Some things everyone should see when they open a thread, such as “Prefers texts” or “Call after 5pm”. To pin a note:
- Open the menu on the note.
- Choose Pin to the top.
Pinned notes show at the top of the thread for everyone. A thread can have up to 3. To unpin one, choose Unpin from the same menu, or use Unpin this note at the top.
Follow up on a message
Section titled “Follow up on a message”Open the menu on any message or note and choose Follow up on this to set yourself a task about it. See Tasks, follow-ups and appointments.