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INTERNAL NOTES
Keep the context inside the conversation.
Give colleagues the detail they need, with private notes and mentions in the shared inbox. Keep team coordination beside the request, separate from the reply your customer receives.
Subscription update
Customer conversation
Customer · 10:20
“We need to add users to our account.”
Internal note
Sara · 10:24
@Omar
“Please check the required user access before we reply.”
For authorised teammates
01 / THE RIGHT AUDIENCE
Choose the audience before you write.
Switch between a customer-facing reply and an internal note in the inbox. The note gives staff a place to coordinate without placing the internal discussion in the customer’s message.
Visible to authorised teammates
@Omar, please review the access requirements before we confirm.
Add internal note
A reply intended for the customer
Thank you. We are checking the user requirements and will update you.
Send customer reply
02 / USER MENTIONS
Bring the right person into the detail.
Use @username with suggested names to identify the colleague you need. Include the question or requested action in the note so they know why you involved them.
A colleague can help with this detail
“Who can confirm the access requirements?”
@O
O
Omar
User suggestion
M
Maha
User suggestion
A user mention refers to a specific teammate.
03 / MENTION NOTIFICATIONS
Make the request for help noticeable.
In-app mention notifications highlight that a colleague has involved you in an internal note. Return to the relevant conversation or ticket and review the detail before continuing.
A notification does not mean the note has been read or the work accepted.
Sara mentioned you
Subscription update · Internal note
The detail that needs you
“Please review the access requirements before we confirm.”
Read the note in the request’s context.
04 / SHARED CONTEXT
The detail stays with the request it explains.
Internal notes belong to the conversation or ticket context. Use the notes view to revisit team coordination as you move through the request, rather than reconstructing it from unrelated messages.
One request.
A shared reference.
10:20
The customer’s request
Add users to the account.
10:24
A detail for the team
Check the access each user needs.
10:31
A clearer follow-up
Continue after reviewing the recorded context.
05 / TEAM HANDOVERS
Write the next teammate’s starting point.
A useful internal note explains what is known and what still needs attention. Help sales, service and operations coordinate around a specific request without making the next person repeat the same questions.
01
What is confirmed?
The customer needs additional users.
02
What needs review?
Which permissions should each user receive?
03
Who should respond?
Omar can clarify the access requirements.
A mention draws attention.
It asks a named colleague to look at a detail.
Assignment defines ownership.
Set the responsible user or team separately through the enabled assignment tools.
06 / VISIBILITY & ACCESS
Private to the team, within the right access.
Keep internal coordination separate from public replies and review access to conversations and tickets through your configured roles. “Internal” does not mean every user in the company can see every request.
Internal note
Team context
01
Authorised staff
Access follows the relevant record and role permissions.
02
Customer communication
Continue through the customer-facing reply separately.
07 / CONNECTED COLLABORATION
Choose the tool that helps this moment.
Use a note for context, a mention for a colleague’s attention and a call when the detail needs a discussion. Keep responsibility explicit through the assignment tools your team uses.
08 / MOBILE CONTINUITY
Keep context within reach as the app evolves.
Keep handover notes with the conversation or ticket so your colleagues can continue from the same context.
UCaaS
Internal note
Sara
@Omar
“The user list is ready. Please confirm access before the update.”
Related to the same request
A planned extension of the workspace
Confirm the available app release.
Before you leave the next note.
Will customers see an internal note?
Internal notes are for staff coordination within the shared inbox context. Use the customer reply separately and check the selected mode before sending.
Can I mention a colleague by name?
Mention a teammate in a private note to bring the next action to their attention.
Does a mention assign the request to that person?
No automatic reassignment is implied. A mention calls attention to the note; use the enabled assignment tools to define the responsible user or team.
Is this a separate internal chat application?
Private notes keep team coordination beside the related conversation or ticket.
Are files, reactions and nested replies included?
Use private text notes to record the details and next steps your team needs.
Are notes only visible to their author?
No. Private here means internal staff coordination, with access governed by the configured record and role permissions. It is not a personal notebook.
Are all these tools already in every mobile release?
Keep the responsible colleague and next action clear in the shared conversation record.
Give your team a clearer place to continue.
Bring customer conversations and internal coordination into UCaaS. Choose your subscription and confirm the collaboration tools enabled for your team.