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AurionAI

Write internal notes and mention colleagues

4 min readBy Emmanuel Yazbeck

Who sees this: Inbox — profiles Helpdesk and AI Voice + Helpdesk. Roles: Agent, Supervisor, Admin and Owner can write notes. Read-only users can read notes but cannot write them.

A note is a message you add to a conversation. There are two kinds:

  • A private note is for your team only. The customer never sees it. Use it to share information, ask a colleague for help or record what you did.
  • A public note is sent to the customer, like a reply, and the customer can see it. In an email conversation it goes to the email address of the contact, with your signature.

This article shows how to write a private note and how to mention a colleague so that they get a notification.

Prerequisites

  • Your organization uses the Helpdesk or AI Voice + Helpdesk profile.
  • Your base role is Agent, Supervisor, Admin or Owner, or an additional role gives you Manage conversations. Read What your role allows in the inbox.
  • You opened the conversation from Inbox, not from a link that ends in shared=1.

Steps

Write a private note

  1. Open the conversation.
  2. Below the messages, select the tab Private note. The box turns amber and shows This note is only visible to agents.
  3. Type your note.
  4. Select Send, or press Ctrl+Enter (Cmd+Enter on a Mac).

The note box in private mode, with the amber warning that only agents can see the note

To write a note about one message, point at the message and select the note icon Note about this. The box switches to a private note.

Inside the note box, the buttons Private and Public switch between the two kinds. Check which one is highlighted before you send.

Mention a colleague

  1. In the note, type @ and the first letters of the name of your colleague.
  2. A list of active team members appears. Choose your colleague. Their name appears as a colored label in the text.
  3. Finish the note and send it.

You can mention several colleagues in one note. A message confirms who you mentioned.

Result

  • The note appears in the conversation with the label Private note. Only people who can open the conversation in the inbox see it.
  • Each colleague you mentioned gets the notification @mention in conversation, if they did not turn it off. In the notification email, the link opens the conversation at your note. You do not get a notification when you mention yourself. Read Notifications.
  • If the conversation is still being worked on (for example open, pending or snoozed), writing a note makes you its assignee, as a reply does. Read Claim or assign a conversation.

If something goes wrong

  • The note box is grey and you cannot type. Your role cannot write notes, or you opened a link that ends in shared=1. Read What your role allows in the inbox.
  • A colleague is not in the @ list. The list shows only active team members whose name or email address matches what you typed. Type more letters or check the spelling. If the person is still missing, ask your administrator.
  • You sent a public note by mistake. A sent message cannot be taken back: the customer may already have it. Tell your team, and send the customer a correction if needed.
  • The tab Public note is missing. Conversations that cannot receive replies, such as call records and archived conversations, accept private notes only. In these conversations, the note box does not show Public either.
  • The mentioned colleague says they got no notification. They may have turned off @mention in conversation in their profile. Read Notifications.

Still stuck? Submit a request or .