---
title: "What are Notes?"
slug: "what-are-notes"
description: " Notes give Agents the ability to add internal notes about a particular Conversation with a Customer. Learn more in Gladly Help Docs. "
updated: 2026-02-28T21:31:18Z
published: 2026-02-28T21:31:18Z
canonical: "help.gladly.com/what-are-notes"
---

> ## 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.

# What are Notes?

Notes allow Agents to add internal notes about a particular Conversation or interaction with a Customer.

![A note-taking interface allowing users to enter notes and include attachments easily.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Notes.webp?sv=2026-02-06&spr=https&st=2026-10-28T12%3A20%3A40Z&se=2026-10-28T13%3A20%3A40Z&sr=c&sp=r&sig=HfjhFKp%2Baei333nSYZoQg1lrgXJh63s5Jw8Qzx0G94E%3D)

## How Notes are used

Notes is a multi-purpose feature and can be used for general note-taking. Use Notes to:

- Write notes about a phone call to describe what happened and any action items.
- Summarize a long chat Conversation in your own words or with [AI Summaries](/docs/ai-summaries).
- Write the details of a voicemail.
- Add a document/attachment to the Conversation Timeline as a reference.
- +more!

Notes provide the flexibility to add depth and detail to a Conversation, which can be invaluable for anyone who needs to assist the Customer in the future.

See [Add a Note to a Conversation](/docs/add-a-note-to-a-conversation) to learn how to use Notes in a Conversation.

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

Notify other Gladly users to review a Note left about a Customer by mentioning them.![Mary Davis appreciates assistance from Matt Baker, Lisa Green, and April Booker.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Notesmention.webp?sv=2026-02-06&spr=https&st=2026-10-28T12%3A20%3A40Z&se=2026-10-28T13%3A20%3A40Z&sr=c&sp=r&sig=HfjhFKp%2Baei333nSYZoQg1lrgXJh63s5Jw8Qzx0G94E%3D)

Mentioned users see a [Growl](https://help.gladly.com/docs/growl-notifications) notification for each mention that says **<Agent Name> mentioned you in a Note** on the top right corner of Gladly.

![Notification showing Michelle Smith mentioned you in a note with a link to view it.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/mentioned in note (1)(1).png?sv=2026-02-06&spr=https&st=2026-10-28T12%3A20%3A40Z&se=2026-10-28T13%3A20%3A40Z&sr=c&sp=r&sig=HfjhFKp%2Baei333nSYZoQg1lrgXJh63s5Jw8Qzx0G94E%3D)

Clicking **Go to Note** from the notification opens the Note.

The second notification appears in the [Notifications Center](https://help.gladly.com/docs/monitor-notifications-center). The red dot appears to signify there are new updates to review.

![Notification bell icon with a red alert dot indicating new alerts or messages.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/alarmicon.png?sv=2026-02-06&spr=https&st=2026-10-28T12%3A20%3A40Z&se=2026-10-28T13%3A20%3A40Z&sr=c&sp=r&sig=HfjhFKp%2Baei333nSYZoQg1lrgXJh63s5Jw8Qzx0G94E%3D)

> [!WARNING]
> Self-mention is not possible
> 
> Users cannot self-mention themselves to remind themselves of a Task or a Note. They can only mention colleagues and other active Gladly users.