Overview
Internal notes let your team coordinate on a guest conversation without sending messages to the guest. They are internal-only, visible to your team, and support @mentions with notifications so the right people can jump in quickly.
Internal notes are the yellow, team-only notes you add from the message composer inside a conversation. They are different from the Conversation Note in the reservation sidebar, which is a single free-text field that feeds the
%conversation_note% shortcode in messaging templates. If you were looking for that, see %conversation_note% shortcode.
What you can do
Add a private Internal note in any thread
Mention one or more teammates to notify them
Generate an AI summary of the conversation and related events when your note includes mentions
See all threads where you were mentioned in one place
Switch between sending a guest reply and adding an Internal note
Switch between Reply and Internal note
Open a guest conversation.
In the composer, use the dropdown to choose Internal note mode.
The composer turns yellow and the button reads “Add internal note.”
Write an Internal note and mention teammates
In Internal note mode, type your note.
Type @ and select one or more teammates to mention.
If a mentioned teammate doesn’t have access to the thread or its property, you’ll see an alert and the Add internal note button will be disabled until you remove the mention.
Click Add internal note to save.
AI summary for mentions
When your internal note includes at least one mention, you’ll see a “Generate AI summary” checkbox.
Check it to automatically include a summary of the conversation and related events so mentioned teammates can catch up fast.
How notifications work
Mentioned teammates receive a push notification showing who mentioned them and which conversation it’s in.
Opening the notification takes them straight to the thread.
Find threads where you’re mentioned
In Inbox, select the Mentioned segment to see all threads where you were mentioned.
Threads with unread mentions are marked unread and show a “Mentioned” tag under the guest name.
Opening the thread marks the mention as read and removes the tag.
Filtering the threads where you're mentioned
Mentioned segment will show all threads you are mention in by default, so filtering is available for better visibility.
While in Mentioned segment, click "+ Filter" button to add a filter.
Select "Mentioned" filter from the drop down list.
Choose between "Read" and "Unread" options to apply the filter.
Visibility and permissions
Internal notes are visible to all users on the account who can access the Inbox.
If you mention a teammate without access to the thread or property, you’ll be warned and can’t post the internal note until that mention is removed.
Deleting an internal note
When you hover over an internal note you’ve written, a delete button appears. Only you can delete your own internal notes — other teammates can’t remove them. Deleting a note removes it for everyone in the conversation.
Availability
Internal notes are available for all users on the Host, Professional or Mogul plans.