Leave internal notes and @mentions

An internal note lives on the guest’s thread but never leaves your team: it has no transport, travels down no channel, and the guest app filters it out entirely. Notes are how “he asked for a late checkout, I said I’d check” stays attached to the conversation it belongs to.

Screen /inbox · Roles: Admin, Point of Contact, Booking Manager, Account Manager, Guest Manager, Airbnb Manager, Front Desk, Co-Host

Write a note

1. In the composer, switch the mode from Reply to Internal note. The composer confirms it in words: “Staff only - the guest never sees this.”

2. Write the note. To pull a colleague in, type @ and start their name - pick from the list with the arrow keys and Enter (Enter picks; it never sends).

3. Click Send. The note appears centred in the thread, amber and dashed, labelled “Internal note · not sent to the guest” - it can never be mistaken for either side of the guest conversation.

What a mention does

A tagged colleague gets a notification that deep-links to the exact message - opening it scrolls the thread there and rings the bubble. The thread also lists who was tagged under the message.

The tag list stays honest at send time: if you delete @Ayesha from the text before sending, Ayesha is not notified - the recipients are recomputed from what the message actually says.

Mentions inside a Reply are visible to the guest

The @ picker works in Reply mode too, and the composer warns you when you use it there: the guest sees the name you typed as ordinary text - tagging only adds the notification for your colleague. If the point of the mention is private (“@Bilal can you take this one?”), put it in an Internal note.

Notes in the queue

When a note is the last activity on a thread, the Inbox list prefixes its snippet with Note: - so a private remark never reads like something the guest said.

What’s next

Stop retyping the answers you give every week: Build and use message templates.