Why it matters
Conversation Notes allow your team to collaborate privately within a specific conversation. Including teammate mentions in the title makes it clear that tagging and notifying teammates is a core part of how this feature works, not a secondary behavior.
Conversation Notes stay scoped to a single conversation and keep internal collaboration out of view of contacts.
Important: Conversation Notes are different from Contact Notes, which live on the contact record and apply across all conversations. This article covers Conversation Notes only.
Key Concepts
Conversation Note: A private note added to a specific conversation, visible only to team members.
Contact Note: A separate feature used to store notes on a contact profile across all conversations.
@Mention: A way to tag a teammate in a conversation note so they receive a notification.
Notification Drawer: The side panel where notifications can be viewed, managed, and archived.
Step-by-Step: Add Internal Notes to a Conversation 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.
On mobile
Notifications are visible under the "Activity" tab
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. |
Conversation Notes
Add private notes to a conversation and notify teammates without the contact seeing your messages.
Why it matters
Conversation Notes allow your team to collaborate privately within a single conversation. They keep internal discussion, context, and decisions in one place while ensuring nothing is visible to the contact. This helps teams stay aligned and respond more efficiently.
Note: Conversation Notes are different from Contact Notes, which are attached to a contact record and apply across all conversations. This article covers Conversation Notes only.
Key Concepts
Conversation Note: A private message added to a conversation that is visible only to team members.
Contact Note: A separate feature used to store notes on a contact profile, not within a specific conversation.
@Mention: A way to tag a teammate in a note so they receive a notification.
Notification Drawer: The side panel where you can view, manage, and archive notifications in Whippy.
Step-by-Step: Add Conversation Notes and Tag Teammates
Open the Omnichannel Inbox.
Open the conversation where you want to add a note.
Click Note in the conversation view.
Type your message in the note text box.
Use @ followed by a teammate’s name to tag them.
Click Add Note to save.
The note appears in the conversation thread and is visible only to your team.
Step-by-Step: Enable Notifications for Mentions
Click the gear icon next to your profile image.
Open Notifications.
Find You are mentioned in a conversation.
Enable one or more notification channels:
Email
SMS
Mobile Push
Web
Each channel can be enabled independently.
Step-by-Step: View and Manage Notifications
Watch for web alerts.
A banner appears in the top-right corner when you are mentioned.
After it dismisses, a red badge appears on the bell icon.
Click the bell icon to open the notification drawer.
Manage individual notifications using the three dots to mark as read or archive.
Use Actions to mark all as read or archive all.
Switch between All and Archived tabs as needed.
Select Mark as Unread to reopen a notification.
On mobile: Notifications appear under the Activity tab.
Tips and Best Practices
Use @mentions only when a teammate’s input is required.
Keep Conversation Notes short and action-focused.
Review the notification drawer regularly to avoid missing mentions.
Archive older notifications to keep the list manageable.
Remember that Conversation Notes are never visible to contacts.
Troubleshooting
Issue | Possible Cause | Fix |
Not receiving mention alerts | Notifications are disabled | Enable mention notifications in Settings → Notifications. |
No red badge on bell icon | Banner dismissed without opening drawer | Click the bell icon to view notifications. |
Wrong notification channel used | Incorrect channel enabled | Verify Email, SMS, Push, or Web toggles are set correctly. |
Missing older notifications | Notifications archived | Check the Archived tab in the notification drawer. |