Using labels, mentions, and internal notes

Answering the customer is only half of support. The other half is leaving the conversation in a state your colleagues can pick up. That includes you next week.

What each of the three is for

Labels

Describe what a conversation is about, so you can find groups of similar threads later.

Private notes

Record something for your team inside the thread, hidden from the customer.

Mentions

Pull a named colleague's attention to a thread.

What a label is

A label is a short tag you attach to a thread, such as "refund", "delivery" or "VIP". You invent them; Gruvi does not supply a set.

They pay off later rather than now. Once threads are labelled you can filter by label, which turns questions like "how many refund requests did we get this month?" into something you can actually answer.

How to add a label

1. 1Open the thread.
2. 2Click Labels directly under the subject line, or press L.
3. 3Start typing in the Add labels... box.
4. 4Click an existing label to add it.
5. 5If the label does not exist yet, keep typing the name and create it from there.
6. 6Click away to close the box. The label now shows under the subject.

You can manage the full list in Settings, under Threads and then Thread Labels.

What a private note is

A private note is a message written inside the thread that only your team can see. The customer never receives it and never sees it.

Good uses: explaining why you are handing a conversation over, warning a colleague that someone is upset, recording what you tried, or asking a question before you answer.

How to write a private note

1. 1Open the thread.
2. 2Click the pen icon below the composer box, or press Cmd+Shift+P (Ctrl+Shift+P on Windows).
3. 3The box turns yellow, a padlock appears, and it reads Only visible to your team. The prompt changes to Add a team note... (@ to mention).
4. 4Type your note.
5. 5Click the send button to post it.
6. 6Click the pen icon again to go back to replying. Wait until the box is white before you type anything meant for the customer.

What a mention is

A mention is typing @ and a colleague's name inside a private note. It tells that person, specifically, that you need them.

Mentioned threads appear in that person's Mentions tab in the inbox, so they do not have to be watching when you write it.

A mention is not the same as assigning. Assigning hands over responsibility. A mention asks for attention while responsibility stays where it is.

How to mention a colleague

1. 1Switch the composer to a private note with the pen icon.
2. 2Type @ and start typing the colleague's name.
3. 3Pick them from the list that appears.
4. 4Finish your note. Say what you need, not only their name.
5. 5Send it. The thread now shows in their Mentions tab.