Work together on a conversation

Internal notes, @mentions, assignment and “Done”.

Role : EveryoneTeam and Business plansDuration : 4 minOn : Web, Mac, iPhone

On this page

Before you start

The Team plan. During the free trial, everything is available. Without Team, the buttons show a padlock.
Colleagues on your account: see Invite your team and create ring groups.

7 steps, about 4 min

1
Assign the conversation
20 s
At the top of the conversation, click Assign, then Assign to me or a colleague’s name. Their name replaces “Assign”. Unassign removes the owner. The colleague you chose is notified on their phone, if they have the app.
Open this screen in Callizy
2
Write an internal note
30 s
Below the thread, click Internal note instead of Text: the field turns dashed. Write for the team, then Post note or Enter. The client never sees a note.
3
Mention a colleague
20 s
In the note, type @ then the start of a name. Pick the colleague from the list, by clicking or with Enter. They see “… mentioned you” on screen, and on their phone if they have the app.
4
Comment on a call or a text
20 s
Hover over a call or a text in the thread: Comment for the team shows below it. That message’s Team discussion opens; @ notifies a colleague there too.
5
See who is typing
10 s
A colleague is writing in the same conversation? “… is typing…” shows. You avoid answering twice.
6
Mark it done
10 s
The client has their answer? Click Done, at the top: the conversation leaves the list. It comes back on its own if the client texts, calls or leaves a voicemail. Reopen brings it back right away.
7
Filter
20 s
Above the list: Mine, Mentions, Unassigned and Done. The Shown filters menu chooses which ones stay in view.

An internal note stays with the team: it never goes to the client.
Done erases nothing: the conversation comes back as soon as the client gets in touch.
A mention waits for you: the Mentions filter keeps it until you see it.

You can change them at any time, without reconnecting anything.

On iPhone: At the top of the conversation, Owner says who is handling it; tap it to change. Done is next to it. A long press on a call offers Comment for the team.

Callizy shows “Included in Team”

Assign, Internal note and Done are part of the Team plan. The owner changes plans in Settings › Billing.

Callizy shows “The note was not posted”

Your colleague does not show after @

Does the client see who is handling them?

No. The owner, the notes and Done stay inside Callizy.

What about writing to a colleague outside a conversation?

Use Colleagues, on the left: see Messages and calls between colleagues.

Updated October 29, 2026