Internal Notes, Mentions & Collaboration
Omniflow allows support agents, team leads, and specialists to collaborate on customer conversations using private internal notes and team @mentions.
Public Messages vs. Internal Notes
In the conversation reply box, toggle between Reply to Customer and Internal Note:
| Message Mode | Background Color | Who Sees It |
|---|---|---|
| Public Reply | White / Blue | Sent directly to the customer over phone, email, or chat. |
| Internal Note | Light Yellow | Only visible to logged-in team members; completely hidden from customers. |
Team Mentions & Notifications
- Tagging Colleagues: Type
@sarahor@tier2-engineeringin an internal note to notify specific teammates or department groups. - Slack / Teams Link: Mentions can automatically mirror into a designated Slack channel so engineering can review without leaving their chat app.
Related Guides
| If you want to… | Read |
|---|---|
| Manage tickets and assignments | Tickets |
| Use AI reply recommendations | AI Agent Assist & Copilot |