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Loop teammates into conversations
Loop teammates into conversations

Add internal notes to conversations and discuss customer questions teammates before replying.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

Often a message needs to be seen by another member of your team. Maybe they're better placed to answer it, or maybe you need their opinion before replying. You can add an internal note and @mention any one of your teammates so they get notified straight away and directed to that conversation.

Use shortcuts N and R when you’re outside the composer to quickly jump between mentioning a teammate in a note and sending a reply to a customer. You can also double-click to switch between Reply and Note modes:

Find conversations where you're mentioned

Any conversation that you're mentioned in will appear in your inbox under Mentions.

To stay organized and ensure that important messages are not overlooked or forgotten, you can mark mentions as "unread". Simply click the three dots next to a conversation and select Mark unread.

To clear unread mentions, select Unread mentions from dropdown menu and click into any conversation that is unopened.

When to loop teammates into conversations

Here are just a few examples of when you should discuss a conversation behind the scenes:

Addressing issues fast

Sometimes an issue is so pressing that you will need to get it sorted straight away. But you won’t always have the full solution. You might need to loop in your manager to gather advice on how to reply. Similarly, if there’s a bug you can loop in a technical teammate to get their advice. Or, if a VIP customer is about to quit, you should definitely loop in their account manager to let them know.

If you accidentally added a note, you can easily delete it by clicking the three dots next to the note in a conversation and then selecting Delete message.

To delete a note, you'll need to have Can delete replies and notes from a conversation permission.

Answering product questions

Your customers will have plenty of questions about how your product works and how they can use it. But there will be times when you’ll get a particularly complex question that you don’t know the answer to. Loop in an engineer to help you out with the tricky question, or ask a product manager to explain the feature they’ve just launched.

Sharing ideas

Often a conversation with a customer can spark a moment of inspiration. They’ll have lots of ideas about how to use your product and what features they’d like to see next. Sometimes they’ll even have questions that will get you thinking, ‘This would make a great case study on our blog.’ You can loop in your content writer and share the idea with them right there and then.

Identifying sales opportunities

You’ll tend to learn when a customer should be directed toward your sales team. It’s rarely as straightforward as a user requesting to “talk to someone in sales.” Usually it means picking up clues that they need help identifying the right subscription level, feature set, or custom plan to resolve their problem. You can loop your best sales person into a promising conversation and ask if they’d like the message assigned to them.

Passing on positive feedback

Everyone loves getting positive feedback. It’s nice to mention your teammate if a customer praises them in a message, for example. And you can loop in your product designer to conversations where customers are complimenting a new feature they’ve just launched. It’s also useful to share positive customer quotes that can be used in marketing materials.


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