01
Resolve what is done
Open is what still needs a person; Resolved is everything else. The customer sees nothing, and their next reply moves it straight back to Open by itself.
One line.
Your whole team.
Know what still needs somebody, hand a conversation over with the context attached, and stop explaining customers to each other in a different app.
The problem with a shared numberEverything, forever,
Everything, forever,
in one list.
Without a way to finish with a conversation, every thread you have ever had sits in the same place and nobody can tell which still need a person. The ones that matter get lost among the ones that are done.
Open and Resolved Internal notes @mentions
Morgan Ellis
A note only your team can read.
Left in the thread, where the rest of the context already is.
Sam Okafor · internal
Heads up @dana — card on file bounced. Take payment on the day, do not invoice.Dana was told Resolved by Dana · a reply reopens itWorking it as a team
Four things a second person needs.
All of them are about the moment somebody who was not there opens the conversation.
02
Notes the customer never sees
A whisper sits in the thread where the context is, in yellow. It is stored apart from everything that sends, so there is no route by which one reaches the person it is about.
03
Tag whoever should pick it up
Type @ and a name. They get a notification in the app and an email, both linking straight to the conversation rather than dropping them at the inbox to hunt.
04
Context, not a separate chat
The handover note lives on the conversation it is about. No switching to Slack to explain which customer you mean, and no explanation that outlives the thread.
A handover, in orderThe shift changes.
The shift changes.
Nothing is re-explained.
What used to be a message in another app, about a customer whose name the next person has to search for.
- 01Leave the note where it belongs
On the conversation, not in a channel. Whoever opens it next reads it before they reply.
- 02Name who should see it
@ a colleague and they are told, with a link straight to the thread.
- 03Resolve it when it is done
It leaves Open. The team can see what is actually outstanding.
- 04The customer answers
It reopens by itself. Nobody has to remember to check.
Finished with a conversation?
See text automation That can start something.
Resolving is a moment, and moments are what automations run from — so a survey or a follow-up can go out while the visit is still fresh.
Frequently asked questions
What teams ask about the shared inbox.
Does the customer know when we resolve a conversation?+
No. Nothing is sent and nothing changes on their side. It is not blocking, archiving or deleting — it is a filter for your team, and their next reply reopens it automatically.
Can a customer ever see an internal note?+
No. Whispers are stored separately from everything that sends, so there is no code path by which one becomes a message. That separation is the safety property: a note cannot be delivered by code that does not know it exists.
Is resolving per person or for everybody?+
For everybody. That is the point — the team needs one answer to “does this still need somebody”. Two people pressing Resolve at the same moment resolves it once.
What happens when somebody is @mentioned?+
They get a notification in the app and an email, both linking straight to that conversation. The email does not quote the note: whispers are what one colleague says to another about a customer, and the candid ones are the useful ones — putting that text in an email puts it somewhere nobody chose.
Can anybody delete a note?+
Only the person who wrote it. A note is somebody's words to their colleagues, and letting anybody remove anybody's turns the record of a handover into something that can be quietly edited afterwards.
Can I mention somebody outside the project?+
No. A mention is a link to a customer conversation, so only people who can already see that project can be tagged.
Does this replace our team chat?+
Not generally — but it replaces the part of it that is people explaining customers to each other. The note lives on the conversation, so nobody has to say which customer they mean.
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