# Use notes in conversations

> Notes are internal communications visible only to users in an organization You can use notes to collaborate with other members of your organization.

Source: https://help.kustomer.com/en_us/use-notes-HJvDjNP58

Last updated: 2026-06-22T13:46:09.557Z

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](#new-note)
*   [Mention a user or team in a note](#mention)

### Add a new note

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

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/af835dd6d23c7e391f7542e47f1316f5.png)

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

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/7955c2d098ccbee15db85172af7bbc6e.png)

Here, you can write and format the note to your liking. For more information on the options available, see [Respond to a conversation](https://help.kustomer.com/en_us/respond-to-a-conversation-HJ7isEHUZ#Responding).

**Note:** The size limit for a note attachment is 9.5MB. Each note can contain up to 10,240 characters. If your text exceeds this limit, you can split it into multiple notes.

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 ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/fd245cdb8e1181527a7ff33c4dd14fcf.png)** .

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/3f5e067c5447f4145a33a543273c6655.png)

### 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.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/7043b3b5c677e11df9234d377aa172a2.png)

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 or team name will give you a narrowed-down list to choose from. When you find your user or 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](https://help.kustomer.com/controlling-notifications-rJprsNHI) 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 ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/8c68a68a3e2b2eb714bf61945bbddaa5.png)** in the sidebar.

****Note:**** Kustomer does not currently support viewing edit history or version history for notes. The audit log (accessible via ****Conversation Options**** > ****View Audit Log****) tracks conversation and customer changes but does not record granular changes to note content.

### **Edit or delete a note**

You can only edit or delete notes that you created. Kustomer restricts note editing based on ownership — the user or API key that created the note is the only entity that can modify or remove it.

To edit or delete a note you created:

1.  In the conversation timeline, hover over the note you want to modify.
2.  Click the ****More options**** icon (three dots).
3.  Select ****Edit**** to modify the note text, or ****Delete**** to remove it.

### Notes in Conversations

 Notes in Kustomer can only be edited or deleted by the user or API key that originally created them. This means notes created by workflows or automations cannot be edited by agents in the conversation timeline.

### **Why workflow notes cannot be edited**

When a workflow creates a note, the note is associated with the API key that the workflow uses. Because the note was not created by an individual agent, the ****Edit**** and ****Delete**** options do not appear for any agent in the timeline — regardless of their role or permission set.

This behavior is by design and cannot be changed through permission settings.

### **Workaround using the API**

To update the content of a workflow-generated note, use the Kustomer API with the same API key that the workflow used to create the note. Send a `PUT` request to the note endpoint with the updated content.