# Work together on a conversation

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

- Role: Everyone
- Team and Business plans
- Duration: 4 min
- On: Web, Mac, iPhone
- Learning Centre: https://callizy.ca/en/apprendre/travailler-a-plusieurs
- Open this screen in Callizy: https://app.callizy.ca/en/dashboard

## 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](https://callizy.ca/en/apprendre/inviter-equipe).

## Step by step

7 steps, about 4 min.

Screenshots show Callizy in French. Button names are given in English.

### 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.

### 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.

## Key points

- 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.

## Settings

- **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**.

## Not working?

### Callizy shows “Included in Team”

1. 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”

1. Check your connection, then post it again.

### Your colleague does not show after @

1. Type the start of their first or last name.
2. They must be part of your Callizy team.

## Frequently asked questions

### 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](https://callizy.ca/en/apprendre/entre-collegues).

Updated October 29, 2026.