Internal notes
Switch the composer to Note (or pressn in the inbox) and write. The box turns into Note for your team… (@ to mention). Send it like a reply.
A note:
- is shown to your team only, marked Note in the thread,
- never reaches the customer or the AI (it isn’t part of what the AI reads),
- doesn’t take the conversation from the AI, so you can leave a comment while the AI keeps answering,
- doesn’t show the customer that you’re typing,
- doesn’t count as a reply in the Dashboard numbers or for the away message.
Notes do go into a GitHub or Linear issue draft (as “Team note”), because the draft is for your own engineers and a teammate reviews it before filing. See Issues.
@mentions
In a note, type@ and the start of a teammate’s name. A list of matching teammates opens; pick one with the arrow keys and Enter (or the mouse) and the composer writes @Name. Mentions are highlighted in the sent note.
When you send the note, each teammate you mentioned:
- gets a toast while they’re on the Inbox page: <your name> mentioned you: <the note>, with Open,
- gets a notification if they’ve turned on Someone @mentions you in a note (push to their devices when the desk isn’t in front of them),
- sees the conversation under Mentions me in the inbox’s assignee filter.
@Ann Lee is Ann Lee, not Ann. An @ inside a word, such as an email address, is never a mention.
Unread mentions
The inbox’s assignee filter reads Mentions me (N new) while you have conversations with mentions you haven’t looked at. Opening the conversation marks your mentions in it as read.Saved replies
Saved replies are answers your team sends often. Any teammate can add, edit and delete them; they’re shared across the workspace.Create a saved reply
1
Open Settings → Inbox
Open Settings from the account menu at the bottom of the sidebar (or press
g then s), then Inbox. Scroll to Saved replies.2
Add one
Press New saved reply. Give it a title (up to 80 characters, for example
Refund policy) and the text (up to 5,000 characters). Press Save.Placeholders
Two placeholders are filled in when you insert a saved reply:Use a saved reply
- In the composer, type
/at the start of an empty box. A list of saved replies opens; keep typing to filter by title (or by text, after three characters). Pick one with the arrow keys andEnter. It replaces the/…you typed, with the placeholders filled in. - Or, with a conversation open, press
CtrlKand choose Insert saved reply…. If you’ve already typed something, the reply goes on a new line after it.
Enter.
Tags
Tags are labels your team puts on conversations to find and count them later:billing, bug, vip. Customers never see tags, and neither does the AI.
Add and remove tags
In a conversation, press + Tag under the header (or presst). Type a name and press Enter; the field suggests tags that already exist. A new name creates the tag. Press the × on a tag to remove it from the conversation.
From the command palette (Ctrl K), Add tag… lists existing tags and offers Create tag ”…” for a new one.
Rules:
- Tag names are 1 to 40 characters. Extra spaces and a leading
#are dropped. - Names compare case-insensitively:
Billingandbillingare the same tag. - A conversation can have up to 20 tags.
Filter by tag
Once your workspace has tags, the inbox shows a tag filter (Any tag). Pick a tag to see only those conversations. The tag also shows in the list’s Tags column and the command palette searches it.Rename or delete tags
Owners and admins manage tags in Settings → Inbox → Tags. Each tag shows how many conversations have it, with Rename and Delete. Renaming changes it everywhere. Deleting removes the tag from every conversation. You can’t rename a tag to a name another tag already has.Next steps
Assignment
Who gets which conversation.
Notifications
Mentions, assignments and replies on your devices.