---
title: "Add a Note to a Conversation"
slug: "add-a-note-to-a-conversation-1"
description: "Use the Note feature to add additional depth and detail about a Conversation, a Customer, or anything you need to see about the Customer. Learn more."
updated: 2026-02-28T21:38:44Z
published: 2026-02-28T21:38:44Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Add a Note to a Conversation

Use the Note feature to add additional depth and detail about a Conversation, a Customer, or anything you need to jot down for you or your team to see about the Customer. Anything you leave as a Note is for internal use only.

![A note detailing customer assistance and follow-up communication via text message.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/notesgladly.png)

## Add a Note

1. Go to the Profile of the Customer you want to create a Note and click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/gladly-plus-icon-green.svg).
2. Click **Note**.
3. The Note Composer will appear, where you can type your notes.
4. Click **Add Note**. The Note will appear on the Conversation Timeline.

> [!NOTE]
> **Using Note for phone calls**
> 
> The Note Composer will automatically load upon accepting a phone call so Agents can write the summary of a phone call.

## Delete a Note

Only Administrators can delete a Note.

1. Find the Note in the Conversation Timeline.
2. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/kebab-icon-vertical.svg)then **Delete Message**.

![Notes from a phone call with options to copy or delete messages displayed.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/delete-a-note.png)

## Edit a Note

Notes can only be deleted but not edited at this time.

## Use Answers in a Note

You can access Answers directly from the Note Composer and drop them quickly into your Notes.

For example, if you spoke to a Customer on the phone about your store’s return policy and want to make a note of it, you can insert the Answer on your returns policy into your Note instead of typing it out yourself.

**Tip - Using Answers in a Note**

You will only see the Use option for Message and Email Answer types. Alternatively, copy/paste any Answer content to your Tasks when needed.

## Mention other users in a Note

[Mentions for Notes and Tasks Video](https://fast.wistia.net/embed/iframe/6qi84kl5l2?web_component=true&seo=false&videoFoam=false)

Mention others in your Note by typing *@<name>* and selecting the user's name(s) on the list that appears so they are [notified](https://help.gladly.com/docs/monitor-notifications-center) of your mention.

![Email suggestions for team notes, highlighting Sarah Brown's contact information.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/note find and mention.png)

Mention is useful if you want others to review a Note.

![Mary Davis appreciates assistance from Matt Baker, Lisa Green, and April Booker regarding dresses.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Notes-@mention-1024x701.webp)

- **Tip –** If you need a user to take action beyond letting them know of your Note update, [create a Task](https://help.gladly.com/docs/create-a-task) instead.

The user(s) you mention will see a [Growl](https://help.gladly.com/docs/growl-notifications) notification and an update that they're mentioned on a Note in their [Notifications Center](https://help.gladly.com/docs/monitor-notifications-center).