Add internal notes and mention teammates

An internal note is a message in a conversation that only your team sees. Line never sends it to the customer. You can mention a teammate in a note, and the conversation then shows in their Mentions view.

Add an internal note

1. Open the conversation in the Inbox.
2. In the composer, select the Internal note tab.
3. Type the note.
4. Select Add note.

The note shows in the thread with a different colour. It stays in the conversation on every channel and in every view.

Note: Check the tab before you type. The Reply tab sends the message to the customer.

Attach files to a note

You can attach files to a note on every channel, including SMS.

1. Select the Internal note tab.
2. Select Attach a file, or drop a file on the thread.
3. Select Add note.

A note can hold up to 5 files of up to 25 MB each. A note can hold only files, with no text.

Mention a teammate

1. In the Internal note tab, type @.
2. Select the teammate from the list.
3. Finish the note and select Add note.

The teammate sees the conversation in Mentions in the Inbox sub-menu.

See your mentions

1. Open Inbox.
2. Select Mentions in the sub-menu.

Mentions lists the conversations in which a teammate mentioned you. It also shows your mentions from team chat.

Discuss a note in team chat

Each note has a Discuss in chat button. It starts a team chat discussion with the conversation and the note text. The note then shows the number of replies. See Chat with your team.