Internal notes & @mentions

Internal notes let your team discuss a conversation privately, right next to the message thread. Use them to add context, flag something for a teammate, or record what was decided.

Internal notes are team-only. The feedback giver never sees them — they are completely separate from the reply thread and never appear on the respondent's private conversation link.

Add a note

1. Open a conversation. The Internal Notes panel sits to the right of the message thread on desktop.
2. Click the + button in the panel header (or Add first note if the panel is empty).
3. Write your note and submit it. Notes appear for your teammates in real time — no refresh needed.

@mention teammates and reference messages

Inside the note editor:

• Type @ to open a picker of your team members. You can filter by name or email, and the mention renders as a highlighted chip in the saved note.
• Type # followed by a message number (for example #1) to reference a specific message in the thread. Saved references show as clickable "Message #1" chips that scroll to and briefly highlight that message.

Mentions are a visual callout inside the note — a way to make it obvious who a note is for when teammates read the panel.

Pin, resolve, edit, and delete

Each note has quick actions in its header:

• Pin note — highlights the note so important context stands out. Click again to unpin.
• Mark as resolved — fades the note out once it's been handled, without deleting it. Click again to unresolve.
• Edit and Delete — available on your own notes; owners and admins can edit or delete any note. Deleting asks for confirmation.

When to use notes vs. replies

Anything you type in the reply box at the bottom of the thread goes to the feedback giver. Anything in the Internal Notes panel stays inside your team. If you're deciding how to respond, hash it out in notes first, then send the reply — or assign the conversation to the person who should answer. See Reply to anonymous feedback for how replies work.