Why it matters
Internal notes let your team discuss conversations privately without the contact seeing your messages. By tagging teammates, you can bring the right people into a discussion quickly and keep everyone aligned within the same conversation thread.
Key Concepts
Internal Note: A private comment visible only to team members, not to the contact.
@Mention: Tag a teammate in a note to notify them directly.
Notification Drawer: The side panel where you can view, manage, and archive all Whippy notifications.
Step-by-Step: Add Internal Notes and Tag Teammates
Open the desired conversation.
Navigate to your Omnichannel Inbox and open the conversation where you want to add a note.
Click the “Note” option.
In the conversation view, click Note to open a text box for internal comments.
Type your note and tag teammates.
Type your message and use @ followed by your teammate’s name to tag them. Tagged teammates will receive a notification about the mention.
Click “Add Note.”
Once finished, click Add Note to save it to the conversation. The note appears in the conversation thread and is visible only to your team.
Step-by-Step: Enable Notifications for Mentions
Go to Settings.
Click the gear icon beside your profile image in Whippy.
Open the Notifications menu.
Select Notifications from the list.
Enable mention notifications.
Under “You are mentioned in a conversation,” check the boxes for how you’d like to be notified:
Email
SMS
Mobile Push
Web
Each notification type can be enabled independently.
Step-by-Step: View and Manage Notifications
View pop-up alerts on the web.
When tagged, a small banner appears in the top-right corner of the Whippy dashboard. After it times out, a red bubble appears on the bell icon in the top navigation bar.
Open the Notifications panel.
Click the bell icon to open the notifications drawer on the right-hand side.
Manage your notifications.
Click the three dots (⋯) next to a notification to archive or mark as read.
Use the Actions dropdown to Mark all as read or Archive all.
Switch between the All tab and the Archived tab to manage viewed notifications.
You can also reopen a read notification by selecting Mark as Unread.
Example: What Notifications Look Like
Email Notification
Subject: [Team Member] mentioned you in a conversation with [Contact Name]
Body:
[Team Member] mentioned you in a conversation with [Contact Name]
[Full note text where you were mentioned]
Click to open in Whippy
SMS Notification
Contains the note text where you were tagged.
Mobile App Notification
Appears in the notifications section of the mobile app with the same format as the web version.
Tips and Best Practices
Use @mentions only for relevant teammates to avoid unnecessary alerts.
Keep internal notes concise and action-focused.
Check the Notifications drawer regularly to avoid missing mentions.
Archive older notifications to keep your view organized.
Remember: internal notes are never visible to contacts.
Troubleshooting
Issue | Possible Cause | Fix |
Not receiving mention alerts | Notifications disabled | Enable mention notifications in Settings → Notifications. |
No red bubble on bell icon | Banner dismissed but drawer unopened | Click the bell icon to view your notifications. |
Wrong notification type received | Incorrect channel enabled | Check that the correct channels (SMS, Email, Push, Web) are toggled on. |
Missed notifications | Archived automatically | Switch to the Archived tab to review past alerts. |
Related Guides
Add Internal Notes in Conversations
Navigating the Omnichannel Inbox
Managing User Notifications in Whippy
Collaborating on Conversations in Whippy
