--- 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) ## 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) Mentioned users see a [Growl](https://help.gladly.com/docs/growl-notifications) notification for each mention that says ** 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) 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) > [!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.