# Add an internal note

Talk to your team inside a conversation, and @mention the person who needs to see it. The customer never does.

A note is a message to your team, posted inside a conversation. Use one to ask a colleague for help, hand over context, or record a decision, all next to the email it's about. **Notes are never sent to the customer.**

> **Before you start:**
>
> A conversation open in the reading pane.

## Post a note

- Select the box at the bottom of the conversation that reads **Note to the team… @ to mention**.
- Write your note. To bring someone in, enter `@` and the start of their name, then select them from the **Teammates** list.

  ![The note box reading Nadia, can you take this callout? followed by @Na, with a Teammates list above it showing one match, Nadia Osei, nadia.osei@ironvale.co.uk. The corner of the box reads Internal, only you.](https://www.neuracrm.com/help/teamemail/shared-inboxes/note-mention.png)
- Select **Enter**, or the send arrow at the right, to post it. For a new line, use **Shift+Enter**.

The note appears in the conversation's timeline with your name and the time. Everyone you mentioned gets a notification, and the conversation is added to their lists, so they don't need to be watching the inbox to see it.

![Two notes in a conversation's timeline beneath the customer's email. Eleanor Whitfield asks Dermot whether there's an ETA on the Renold chain parts, and Dermot Lynch replies that the supplier confirmed delivery for Friday, with a thumbs-up reaction beneath. The note box below reads Internal, you and Dermot.](https://www.neuracrm.com/help/teamemail/shared-inboxes/notes-in-timeline.png)

*Notes sit in the timeline between the emails, so the whole story is in one place.*

**You're done when** your note is in the timeline, beneath the message it's about.

## Who can see a note

Everyone with access to the conversation can read its notes: members of the shared inbox, and anyone it has been shared with. Nobody outside your team ever sees them.

The label in the corner of the note box, such as **Internal · you and Dermot**, lists who is following the conversation. Select it to see everyone on that list.

## Add more to a note

- **Attach a file** with the paperclip, or drag one onto the note box. Pasted images are attached too.
- **Add an emoji** with the smiley button.
- **Mention** with the **@** button, which does the same as entering `@`.

## Respond to a note

Point to a note to see its buttons:

- **React** adds an emoji. You can leave one reaction per note: choosing another replaces it, and selecting the same one again takes it back.
- **Reply** answers that note directly. Its author gets a notification.
- **Edit note** and **Delete note** appear on your own notes only. An edited note shows *(edited)* beside its time when you point to it. Deleting asks you to confirm, and teammates see that a note was deleted.

## Mistakes worth avoiding

**Putting internal detail in a reply instead.** If the customer shouldn't read it, it belongs in a note. The note box is always at the bottom of the conversation; reply boxes open under a message and say **Reply**.

**Mentioning someone outside the inbox by accident.** TeamEmail asks before sharing (see below). Read the prompt before you accept it.

## If something doesn't look right

**You're asked to share the conversation.** The person you mentioned isn't a member of this inbox. Select **Share** to give them this one conversation, including its earlier and future messages, and nothing else in the mailbox. Select **Cancel** to go back: the note isn't posted, and your text stays in the box.

**The person you want isn't in the Teammates list.** Only people who use TeamEmail are listed. Ask a TeamEmail administrator to give them access.