Often a message needs to be seen by another teammate or team. Maybe they're better placed to answer it, or maybe you need their opinion before replying. You can add an internal note and @mention any one of your teammates or teams so they get notified straight away and directed to that conversation.

Select Note in the inbox composer and then type @ to search for and mention your teammate.

Use shortcuts N and R when you’re outside the composer to quickly jump between mentioning a teammate in a note and sending a reply to a customer. You can also double-click to switch between Reply and Note modes:

If you accidentally added a note, you can easily delete it by clicking the three dots next to the note in a conversation and then selecting Delete message.

If you often need to notify a group of people, you can save time by mentioning a whole team at once. Simply create teams using Team Inboxes, then you can type @ in a conversation note to see a list of teams.

Searching for a team’s name will allow you to find and select it, inserting a team mention into the composer. Once sent, this will create a mention for every teammate in their Mentions inbox.

Any conversation that you or your team is mentioned in will appear in your inbox under Mentions.

To stay organized and ensure that important messages are not overlooked or forgotten, you can mark mentions as "unread". Simply click the three dots next to a conversation and select Mark unread.

To clear unread mentions, select Unread mentions from dropdown menu and click into any conversation that is unopened.

Here are just a few examples of when you should discuss a conversation behind the scenes:

Sometimes an issue is so pressing that you will need to get it sorted straight away. But you won’t always have the full solution. You might need to loop in your manager to gather advice on how to reply. Similarly, if there’s a bug you can loop in a technical teammate or engineering team to get their advice. Or, if a VIP customer is about to quit, you should definitely loop in their account manager to let them know.

As a manager you might notice that a conversation is about to breach an SLA and want someone on your team to quickly jump in. Without needing to check who's available, you can @mention your team and everyone in the team will receive a notification so any teammate can respond to the conversation. Involving the entire team ensures accountability and can prompt faster action to prevent customer dissatisfaction or breaches.

If a critical bug or incident is flagged in a customer conversation that could be affecting many users, simply tag your support team(s) to make everyone aware at once, share updates, and assist with widespread customer queries while keeping everyone aligned and able to give consistent answers to customers.

When a particular conversation could serve as a learning opportunity for newer members of the team or it introduces a unique situation that you'd like teammates to be trained on, mentioning your team can promote knowledge sharing and help others improve their responses in similar situations.

Your customers will have plenty of questions about how your product works and how they can use it. But there will be times when you’ll get a particularly complex question that you don’t know the answer to. Loop in an engineer to help you out with the tricky question, or ask a product manager to explain the feature they’ve just launched.

Often a conversation with a customer can spark a moment of inspiration. They’ll have lots of ideas about how to use your product and what features they’d like to see next. Sometimes they’ll even have questions that will get you thinking, "This would make a great case study on our blog". You can loop in your content writer and share the idea with them right there and then.

You’ll tend to learn when a customer should be directed toward your Sales team. It’s rarely as straightforward as a user requesting to “talk to someone in sales.” Usually it means picking up clues that they need help identifying the right subscription level, feature set, or custom plan to resolve their problem. You can loop your best sales person into a promising conversation and ask if they’d like the message assigned to them.

Everyone loves getting positive feedback. It’s nice to mention your teammate if a customer praises them in a message, for example. And you can loop in your product designer to conversations where customers are complimenting a new feature they’ve just launched. It’s also useful to share positive customer quotes that can be used in marketing materials.