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Teammate notes and mentions in your Inbox

Use Notes to collaborate privately with your team directly in a guest conversation.

Tinkara Končan avatar
Written by Tinkara Končan
Updated today

Overview

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.

What you can do

  • Add a private 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 a Note

Switch between Reply and Note

  1. Open a guest conversation.

  2. In the composer, use the dropdown to choose Note mode.

  3. The composer turns yellow and the button reads “Add note.”

Write a Note and mention teammates

  1. In Note mode, type your note.

  2. Type @ and select one or more teammates to mention.

  3. If a mentioned teammate doesn’t have access to the thread or its property, you’ll see an alert and the Add note button will be disabled until you remove the mention.

  4. Click Add note to save.

AI summary for mentions

  • When your 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.

Visibility and permissions

  • 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 note until that mention is removed.

Availability

Thread notes are currently available for all Beta users on the Host, Professional or Mogul plans.

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