Assigning conversations and leaving internal notes helps your team stay organized and collaborate smoothly in Orivio. Use these features to make sure the right person handles each conversation and to share information privately with teammates. This article explains how to assign, unassign, and leave internal notes, plus how permissions work.
Assigning and Unassigning Conversations
You can assign any conversation to a teammate so everyone knows who is responsible.
- Find the conversation you want to assign in your inbox.
- Right-click the conversation.
- Select Assign to….
- Choose a teammate from the list, or select Unassign to remove the current assignment.
Tip: If you see "No permission" in the menu, your admin has not given you access to assign conversations. See the permissions section below.
Using Internal Notes
Internal notes let you communicate with your team inside a conversation. Customers never see these notes.
To add an internal note:
- Open the conversation.
- Click the notes icon in the header, or right-click and choose Internal Notes.
- Type your note in the panel that appears.
Features of internal notes:
- @mention teammates by typing
@and selecting their name. They will get a notification. - Notes update in real time for everyone viewing the conversation.
- The notes panel includes an assignment dropdown. You can assign or reassign the conversation while leaving a note explaining why.
Internal notes are only visible to your team. Use them to share context, ask for help, or document decisions.
Managing Permissions
Admins control who can assign conversations and leave internal notes.
- Go to Settings → Permissions → Email.
- Adjust Thread Assignment and Internal Notes to one of these options:
- Admin only
- All members
- Select members
If you cannot assign or leave notes, check with your admin about your permissions.
FAQ
Q: Can customers see internal notes?
A: No, internal notes are only visible to your team.
Q: What happens if I @mention someone in a note?
A: They receive a notification and can see the note in real time.
Q: Why can't I assign a conversation?
A: You may not have permission. Ask your admin to check Settings → Permissions → Email.
For more on permissions, see Managing Team Permissions.