Use notes in conversations

Last Update: Oct 2024 • Est. Read Time: 2 MIN
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Notes are internal communications visible only to users in an organization. You can use notes to collaborate with other organization members and share updates about a support request. You can also assign notes to another member of your organization.

In this article

Add a new note

You can add a note to a customer's timeline by clicking the Add icon and selecting Post New Note

To add a note directly in a conversation, select Note from the reply editor. 

Here, you can write and format the note to your liking. For more information on the options available, see Respond to a conversation.

Note: The size limit for a note attachment is 9.5MB.

Once you are done, select Create note.

You can update or delete a note once it is posted by hovering over the message and selecting More options .

Mention a user or team in a note

Sometimes you'll need to call the attention of another user or team when having a conversation Kustomer. When you send a message and include an @mention, the person or team you mention will be notified and brought to your note.

You can mention up to 20 teams or individual users in a note. There are two ways to @mention a user or team: 

  1. Type the @ sign while writing a note. Typing followed by the user/team name will give you a narrowed down list to choose. When you find your user/team press the Tab key to autocomplete the mention.

  2. Press the @ icon in the bottom of the note editor. This will trigger the same mention dialog to open which you can use to locate the user or team you want to mention.

Mentions will always be displayed in bold letters, and the avatar or icon of the user or team mentioned will be included. To remove a mention completely, delete any letter of a mention.

All users mentioned in a note will be notified of your mention upon the note being sent. When you mention a team, all members of that team will be notified. Depending on the user's personal notification settings they will be able to see the mention in one of three ways:

  1. In-app notifications will show a pop-up alert while the user is logged into the app and has notifications turned on.
  2. Email notifications, when the user has this notification setting turned on.
  3. Under Notifications in the sidebar.