Internal Notes and Mentions

Internal notes (also called comments) are messages inside a conversation that only your team can see. Use them to hand over context, ask a colleague for help or record what you promised the customer. Type @ to mention a teammate: they get a notification and, if your workspace allows it, are added to the conversation as a collaborator so they can follow it.

#Before you begin

• Anyone who can reply in the Inbox can add notes.
• Notes are never sent to the customer, on any channel.
• Notes work even when the channel's messaging window has closed or the contact is blocked.

#How to add an internal note

1. Open the conversation.
2. Click Add comment under the reply box, or press N.
3. The composer turns into a note box with the hint Use @ to mention a teammate. Comments are only visible to your team.
4. Type your note. You can add emoji and files too.
5. Press Enter or click Send comment.

The note appears in the conversation with a highlighted background and the Internal note label. To go back to replying, click Close comment (or press Esc while the note box is empty).

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Inbox › open a conversation › Add comment

The orange internal note box with a note that mentions a teammate ("@Omar can you check this order?"), the mention list open with teammate names and status dots, the toolbar with AI Prompts, Summarize, Emoji, Mention a teammate and Attach files, and the Send comment button.

File: screenshots/internal-notes-and-mentions-composer.png

#How to mention a teammate

1. In the note box, type @ (or click Mention a teammate).
2. Start typing the teammate's name and pick them from the list. The dot next to each name shows whether they're online.
3. Send the note.

The teammate gets a notification that they were mentioned, with a link to the conversation. See Notifications.

#Mentions and collaborators

When Add collaborators via @mention is on, mentioning a teammate also adds them as a collaborator on the conversation, so it shows in their Collaborations view. When it's off, they're only notified. A conversation can have up to 9 collaborators; once it's full, mentioned teammates are notified but not added.

To change the setting:

1. Go to Settings › Closing notes.
2. Turn Add collaborators via @mention on or off.

Only Owners and Admins can change this setting.

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Settings › Closing notes

The "Add collaborators via @mention" card with its description and the switch turned on, below the Auto-close conversations card.

File: screenshots/internal-notes-and-mentions-setting.png

#How to reply to a note

Hover over a note and click Reply. The composer switches to a note and quotes the original, so your answer stays linked to it.

#How to summarize a conversation into a note

In the note box, click Summarize to have AI summarize the conversation, then click Add as internal note. This needs a plan with AI. See AI Assist in the Inbox.

#How to find notes later

• In the Inbox search, choose the Notes tab to search your team's notes across conversations.
• Inside a conversation, notes show in the timeline at the time they were written.

#Notes on the conversation vs notes on the contact

See Contact Details Panel.

#FAQ and troubleshooting

#Can the customer ever see an internal note?

No. Notes are stored only in Resool and are never sent through the channel.

#My teammate didn't get a notification. Why?

They may have turned off conversation notifications, or their browser blocks notifications.

What you can do:

• Ask them to check Settings › Notification settings.
• Make sure you picked their name from the list after typing @, rather than typing the name by hand.

#Why wasn't the mentioned teammate added as a collaborator?

Either Add collaborators via @mention is off, or the conversation already has 9 collaborators.

#What's next?

• Assigning Conversations
• Contact Details Panel
• Notifications