Internal Collaboration in SMS

Collaborate with your team directly inside SMS conversations using internal notes and @mentions. Internal notes are visible only to your team — customers never see them.

How to Use Internal Notes

1. Open any SMS conversation.
2. Toggle to Internal Note mode (look for the note icon or toggle above the compose area).
3. Type your note. To notify a specific team member, type @ and select their name.
4. Click Send.

The @mentioned team member receives a desktop notification and can view the note in the conversation thread.

What Customers See

Nothing. Internal notes appear in the conversation timeline with a distinct visual indicator (different background color) visible only to your team. The customer's message thread is unaffected.

Use Cases

• Handoff context. Tag a colleague with background info before transferring a conversation.
• Manager review. Flag a conversation for a manager's input before responding to the customer.
• Collaborative troubleshooting. Discuss the issue with a specialist without leaving the conversation.

Availability

Internal collaboration is available on web, iOS, and Android apps.

Related Articles

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