> ## Documentation Index > Fetch the complete documentation index at: https://docs.jun.so/llms.txt > Use this file to discover all available pages before exploring further. # Notes and replies > Write internal notes and @mention teammates, answer faster with saved replies, and organise conversations with tags. The composer at the bottom of every conversation has two modes: **Reply**, which the customer sees, and **Note**, which only your team sees. This page covers notes, @mentions, saved replies and tags. ## Internal notes Switch the composer to **Note** (or press `n` in the inbox) and write. The box turns into **Note for your team… (@ to mention)**. Send it like a reply. A note: * is shown to your team only, marked **Note** in the thread, * never reaches the customer or the AI (it isn't part of what the AI reads), * doesn't take the conversation from the AI, so you can leave a comment while the AI keeps answering, * doesn't show the customer that you're typing, * doesn't count as a reply in the [Dashboard](/inbox/reports.md) numbers or for the [away message](/inbox/business-hours.md). Notes can carry files, like replies. > [!NOTE] > > Notes do go into a GitHub or Linear issue draft (as "Team note"), because the draft is for your own engineers and a teammate reviews it before filing. See [Issues](/inbox/issues.md#what-goes-in-the-draft). ## @mentions In a note, type `@` and the start of a teammate's name. A list of matching teammates opens; pick one with the arrow keys and `Enter` (or the mouse) and the composer writes `@Name`. Mentions are highlighted in the sent note. When you send the note, each teammate you mentioned: * gets a toast while they're on the Inbox page: **\ mentioned you: \**, with **Open**, * gets a [notification](/inbox/notifications.md) if they've turned on **Someone @mentions you in a note** (push to their devices when the desk isn't in front of them), * sees the conversation under **Mentions me** in the inbox's assignee filter. You can't mention yourself. Mentions match a teammate's full name, case-insensitively, and a longer name wins: `@Ann Lee` is Ann Lee, not Ann. An `@` inside a word, such as an email address, is never a mention. ### Unread mentions The inbox's assignee filter reads **Mentions me (N new)** while you have conversations with mentions you haven't looked at. Opening the conversation marks your mentions in it as read. ## Saved replies Saved replies are answers your team sends often. Any teammate can add, edit and delete them; they're shared across the workspace. ### Create a saved reply **1. Open Settings → Inbox** Open **Settings** from the account menu at the bottom of the sidebar (or press `g` then `s`), then **Inbox**. Scroll to **Saved replies**. **2. Add one** Press **New saved reply**. Give it a title (up to 80 characters, for example `Refund policy`) and the text (up to 5,000 characters). Press **Save**. Each saved reply in the list has **Edit** and **Delete**. ### Placeholders Two placeholders are filled in when you insert a saved reply: | Placeholder | Becomes | | - | - | | `{first_name}` | The customer's first name, or `there` when the desk doesn't know their name | | `{agent_name}` | Your name | ```text theme={null} Hi {first_name}, thanks for waiting. Refunds go back to the original card within 5 to 10 business days. {agent_name} ``` ### Use a saved reply * In the composer, type `/` at the start of an empty box. A list of saved replies opens; keep typing to filter by title (or by text, after three characters). Pick one with the arrow keys and `Enter`. It replaces the `/…` you typed, with the placeholders filled in. * Or, with a conversation open, press `Ctrl` `K` and choose **Insert saved reply…**. If you've already typed something, the reply goes on a new line after it. The text lands in the composer for you to edit; nothing is sent until you press `Enter`. ## Tags Tags are labels your team puts on conversations to find and count them later: `billing`, `bug`, `vip`. Customers never see tags, and neither does the AI. ### Add and remove tags In a conversation, press **+ Tag** under the header (or press `t`). Type a name and press `Enter`; the field suggests tags that already exist. A new name creates the tag. Press the **×** on a tag to remove it from the conversation. From the command palette (`Ctrl` `K`), **Add tag…** lists existing tags and offers **Create tag "…"** for a new one. Rules: * Tag names are 1 to 40 characters. Extra spaces and a leading `#` are dropped. * Names compare case-insensitively: `Billing` and `billing` are the same tag. * A conversation can have up to 20 tags. Any teammate can add tags to a conversation, including new ones. ### Filter by tag Once your workspace has tags, the inbox shows a tag filter (**Any tag**). Pick a tag to see only those conversations. The tag also shows in the list's **Tags** column and the command palette searches it. ### Rename or delete tags Owners and admins manage tags in **Settings → Inbox → Tags**. Each tag shows how many conversations have it, with **Rename** and **Delete**. Renaming changes it everywhere. Deleting removes the tag from every conversation. You can't rename a tag to a name another tag already has. > [!TIP] > > Tags are yours to set by hand. For labels the AI sets on its own, see [Topics](/inbox/reports.md#topics). ## Next steps > **[Assignment](/inbox/assignment.md)** > > Who gets which conversation. > **[Notifications](/inbox/notifications.md)** > > Mentions, assignments and replies on your devices. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.