Internal Collaboration

JustCall's internal collaboration features let your team share context, ask questions, and coordinate responses — all within the same conversation thread the customer sees, but in a private layer invisible to them.

Features

@Mentions

Type @ followed by a team member's name to send them a notification. They can jump directly to the conversation and see your note.

Internal Notes

Switch to internal note mode to post messages visible only to your team. Notes appear in the conversation timeline with a distinct visual marker.

Team Visibility

All team members with access to a shared number can see internal notes in that number's conversations. Notes on dedicated numbers are visible to the number's assigned agents.

Benefits

• Eliminate side channels. No need for separate Slack messages, emails, or calls to discuss a customer issue.
• Maintain full context. Internal notes stay attached to the conversation — anyone reviewing the thread later sees the collaboration history.
• Faster resolution. Tag a specialist, get input, and respond to the customer without switching tools.
• Clear accountability. @mentions create a record of who was asked to help and when.

Related Articles

• Internal Collaboration in SMS
• Sending a Text Message