Who This Is For / When to Use
This feature is for users who manage follow-ups, internal collaboration, and contact context directly from live conversations. Use it when you want to track work, leave internal-only notes, or reference activity without navigating to other modules.
Accessing the Tasks and Notes Panel
Open the Conversations module.
Select a conversation from the Team Inbox.
Locate the Tasks and Notes icons in the right-hand sidebar.
Adding a Task from a Conversation
Click the Tasks icon in the right-hand panel.
Click + Add Task.
Enter the task title and optional description.
Set the due date and time.
(Optional) Assign the task to a user.
Confirm the associated contact.
Click Create.
Editing an Existing Task
Open the Tasks panel.
Click the task you want to update.
Modify the task details.
Save your changes.
Each edit is immediately reflected in the conversation and the contact record.
Marking a Task as Done
Open the Tasks panel.
Click the checkbox next to the task.
Completed tasks remain visible as completed for historical reference.
Adding a Note to a Conversation
Click the Notes icon in the right-hand panel.
Click + Add or Add Note.
Enter the note description.
Confirm the associated contact.
Click Save.
Notes added here are internal and not visible to contacts.
Editing or Deleting a Note
Open the Notes panel.
Locate the note you want to manage.
Click the three-dot menu.
Select Edit or Delete.
Using Internal Comments in Conversations
Internal Comments allow team members to collaborate privately inside a conversation thread.
Key Behavior
Internal comments are visible only to your team.
Contacts never see internal comments.
You can mention users with @username to notify them directly.
How to Add an Internal Comment
In the conversation composer, select Internal Note.
Type your comment.
Use @ to tag a teammate.
Send the comment.
Viewing SMS Character Count, Segments, and Cost
When composing an SMS message inside a conversation:
The composer displays:
Character count
Number of message segments
Estimated SMS segments used
This helps you understand message length and potential SMS usage before sending.
Undoing a Deleted Task or Note
If you delete a task or note by mistake:
Click Undo in the confirmation banner immediately after deletion.
Once the banner disappears, the deletion is permanent.
Common Issues and Fixes
I don’t see the Tasks or Notes icons
Refresh the page.
Confirm you are in the Conversations module.
Verify your user permissions allow task and note access.
Can tasks be assigned to other users?
Tasks can be assigned to users during creation if assignment is enabled for your role.
Do completed tasks disappear?
No. Completed tasks remain visible as completed for reference.