Leave a note and mention a teammate
Internal context the customer never sees, attached to the person rather than living in somebody's memory or a private chat.
A note is the cheapest thing in the product and the one with the best return. It attaches to the contact, not the conversation, so it follows the person across every future chat, call and campaign — which is where the value is.
A mention is how you ask a colleague something without handing them the conversation. It reaches them in the notification feed, and it keeps the question attached to the customer it is about instead of disappearing into a chat thread.
Steps
Use the composer at the top of the activity feed
Comment, task and meeting composers all sit there. Nothing opens in a modal.
Write the note for the next person, not for yourself
"Wants delivery before Diwali, will pay extra for it" is useful in three weeks. "Called" is not useful in three minutes.
The test: would somebody who has never spoken to this customer be better off having read this?
Mention a colleague to pull them in
A mention reaches them in the notification feed. Use it when you need an answer but the conversation should stay with you — reassigning to ask a question is heavier than it needs to be.
Write as though it will be read aloud
Notes are internal and the customer never sees them. They are also permanent, visible to everybody with access to that contact, and occasionally read out in a meeting. Write accordingly.
Check the feed before adding another
Three people leaving the same note is a sign nobody is reading them, which is worth fixing before adding a fourth.
Check it worked
Open a contact somebody else worked last week. If you can tell what happened and what they promised without asking anyone, your team's note habit is working.
The parts people get wrong
- Notes attach to the contact, so they follow the person across every future conversation and call rather than being stuck to one thread.
- Anything on the contact is visible to anyone who can see that contact. Admin-only attributes exist for sensitive fields; a note is not the place for them.