# Private notes and @mentions for your team

Source: https://frosvo.com/docs/private-notes-and-mentions
Updated: 2026-10-22

Write notes only your team can see, mention a teammate to pull them in, and review everything you were mentioned in from the Mentions inbox, with unread tracking.

Conversations often need a second opinion. Private notes let you ask for one without the visitor seeing it.

## Write a note

1. Open the conversation.
2. Press **N**, or switch the composer to a private note.
3. Write what your team needs to know, then send it.

A note is marked **Private to your team**, so you cannot confuse it with a reply. Notes can carry attachments too.

## Mention a teammate

1. In a note, add a mention by typing @ and choosing a name, or use **Notify teammates**.
2. Search by name if the team is long.
3. Send. Each mentioned person is notified.

You can mention up to 20 teammates in one note. If a mentioned teammate is no longer available, Frosvo asks you to remove their mention or refresh the team before sending, and a failed send keeps your note and selection so nothing is lost.

## The Mentions inbox

When someone mentions you, it appears under **Mentions**. The page says "Private notes that teammates asked you to review." Each item shows who mentioned you and the conversation.

- **Open conversation** takes you to it.
- **Mark read** and **Mark unread** keep track of what you have handled.
- When everything is done, it says "You're caught up."

## Change your mind

Use **Delete** under a note you wrote to remove it. See [edit and unsend](/docs/unsend-and-edit-replies) for the rules about your own messages.

## Good habits

- Say what you need: "Can you check the refund policy before I answer?"
- Mention only the people who can help.
- Leave a note before you [hand over a conversation](/docs/assign-and-resolve-conversations).

Control how mentions reach you in [notifications and your status](/docs/notifications-and-presence), and read the [inbox guide](/docs/inbox) for the rest.

## Common questions

**Who is notified of a mention?** The teammates you chose, according to their own notification settings.

## Common questions

### Can the visitor see a private note?

No. Notes are private to your team and are never shown to the visitor.

### How many people can I mention in one note?

You can mention up to 20 teammates in a single note.

### Where do I find notes that mention me?

Open Mentions in the desk. It lists private notes that teammates asked you to review, with unread ones marked.

### Can I delete a note?

Yes, your own notes. Choose Delete under the note and confirm.