How do I add an internal note or @mention a teammate in a discussion thread?

Add a private note to a conversation and mention a teammate who can see it.

1. Open Discussion Thread

   Select a conversation.

   

2. Write your note in Internal note.

   

3. To mention a teammate, type @ and their name, then select them from the suggestions.

   

4. Select Save note.

   

The note is for your team and is not sent to the customer. A mentioned teammate needs access to the response's office.