Inbox
@-mention teammates, share context, coordinate handoffs, document decisions. All within the conversation thread, all invisible to the customer.
Notify teammates
Real-time
Customer-invisible
Always
Per conversation
Searchable history
Resolution time cut
Teams using notes well
Notes appear in the conversation timeline alongside customer messages, but visually distinct and only visible to your team.
@anjali in a note → Anjali gets notified instantly. She jumps in, sees the note context, helps without disrupting the customer experience.
Customer never sees notes. Even if the conversation is exported / printed, notes are clearly marked internal.
All notes searchable by content, author, date. Useful for finding past decisions or escalations.
VIP, Complaint, Escalation, FYI — tag notes for filtering. Builds organizational memory.
Each team member configures: notify me only on @-mentions, all notes in my workspaces, or specific tags.
Agent stuck on a tricky case @-mentions the team lead. Lead reads context in 30 seconds, weighs in, agent continues with guidance.
Avg complex case resolution time -40%
Customer called yesterday, wrote in via WhatsApp today. Note: 'spoke with them yesterday about the same issue — let's not make them re-explain'.
Customer experience improved
Note on contact: 'VIP — speaks to CEO directly, white-glove treatment'. Every agent who interacts knows the context.
VIP retention up
Senior agent solves a tricky problem; documents the solution in notes. Junior agents see the pattern when handling similar cases later.
Team knowledge compounds
Regulatory-sensitive cases get notes documenting decision rationale, who approved, what disclosures were made.
Audit-ready conversation records
SDR books a demo; note for AE: 'They mentioned competitor X — be ready'. AE walks into demo prepared.
Demo close rate up
Free workspace, internal notes built in, @-mentions ready.