Collaborating on conversations

When your team shares an inbox, you can work a conversation together without the contact ever seeing it. Add internal notes to leave context for teammates, and rely on read state to keep track of what still needs attention. To hand a conversation to a specific person, see Assign conversations to teammates.

Add an internal note

Internal notes are private to your team. They appear inline in the conversation feed alongside messages, but they are never sent to the contact.

1. Open the conversation, then click Add Note. The button sits in the message toolbar below the feed, and also in the header at the top of the conversation.

2. Type your note, then save it.

The note appears in the feed with your name and the time you added it. If you edit a note later, it shows an (edited) marker so teammates know it changed.

Note: Internal notes are only visible to your team. Use them for handover context, reminders, or anything you do not want the contact to read.

Edit or delete a note

You can edit your own notes at any time. Only the person who wrote a note can edit it, even a workspace administrator cannot change someone else's note. A note can be deleted by its author or by a workspace administrator in the same organisation.

Find an older note

To review notes on a busy conversation, open Notes History. It lists every note on the conversation, newest first, and lets you search the note text to find what you need.

Keep track of what you have read

Read state is an internal signal for your team. It tracks whether a team member has read a message, and it is separate from carrier delivery status. The contact is never shown whether your team has read their message.

• Opening a conversation automatically marks its unread messages as read.

• The conversation list shows an unread badge counting messages no one has read yet, so you can see at a glance what still needs attention.

• To clear the badge without opening a conversation, open its menu in the conversation list and choose Mark as read.