Notes, mentions and teamwork
Internal notes, @mentions, followers and shared views.
Overview
KitoDesk keeps private team discussion inside the conversation itself, next to the customer thread. Internal notes, mentions and followers let the team coordinate without the customer ever seeing it.
Internal notes
In the composer choose Internal note instead of Reply to customer. Notes appear in the timeline clearly marked as internal and are never sent on any channel or included in AI summaries.
Mentions
Type @ followed by a teammate's name inside a note. They get a notification and the conversation appears in their Mentions view until they open it.
Followers
Click Follow on a conversation to add it to your Participating view and get notified of new replies and notes. You automatically follow conversations you reply to, are mentioned in or are coached on.
Supervisor actions
With the right role you also get:
- Take over - reassign the conversation to yourself; the previous owner is notified.
- Coach agent - send private guidance that lands as an internal note mentioning the assigned agent.
Both are recorded in the audit log.
Common issues
- My mention did not notify. The name must match a staff member's first name exactly - pick them from the suggestion.
- I stopped getting updates. You may have been unfollowed or the conversation was resolved; check Participating to confirm.