Internal Collaboration in GOCare Connect

This article explains how Internal Collaboration works in GOCare Connect. It covers how teammates can communicate inside conversations, assign or mention others, and leverage collaboration tools without exposing internal notes to subscribers.

In GOCare Connect, internal collaboration is designed to help teams work together behind the scenes without confusing or overwhelming subscribers. Using tools like internal comments, mentions, and assignments, agents can quickly coordinate resolutions, share updates, and request help — all within the context of the conversation thread.

This ensures faster responses, higher accuracy, and a seamless customer experience.

Internal Comments allow teammates to leave notes or updates on a conversation that are only visible to other team members — not to subscribers.

• Marked clearly with a visual indicator (e.g., colored background or "Internal Note" tag)

• Stored in the conversation history for easy future reference

• Not sent to the subscriber when posted

• Sharing context or background that is helpful for another agent

• Documenting internal troubleshooting steps

• Requesting input or a second opinion before responding

ℹ️ Info: Always use Internal Comments for anything not meant for the subscriber’s eyes. Never send sensitive or casual team discussions through subscriber-visible replies.

@Mentions allow you to tag a teammate or group directly inside an internal comment.

• Type @ followed by the teammate's name

• Select the correct user from the dropdown

• They will receive a notification prompting them to view the conversation

ℹ️ Info: Mentioning a teammate on a conversation grants them access to just that specific thread — even if they don’t have access to the full shared inbox it’s in. This allows for more flexible collaboration across teams or roles.

• Be specific about what you need (e.g., "Can you approve this refund?")

• Use mentions to escalate issues when appropriate

• Avoid overusing mentions — prioritize clarity and relevance

💡 Tip: Mentioning a teammate directly on a conversation keeps the full history centralized, instead of relying on external messaging apps or emails.

You can assign a conversation to yourself or another team member to clearly indicate ownership and responsibility.

• Assigned conversations appear in the assignee’s queue

• Helps prioritize work and distribute conversations among team members

• Useful for escalation paths, specialty routing, and workload balancing

• Open the conversation

• Use the assignee field at the top of the thread

• Select a teammate or assign to yourself

💡 Tip: Assigning a conversation doesn't prevent others from collaborating — it simply clarifies who is primarily responsible for resolution.

• Use Internal Comments for every significant action or decision that isn't shared with the subscriber.

• Always mention relevant teammates instead of sending external chats or emails.

• Assign ownership early to avoid duplicate work.

• Keep notes professional — remember that internal comments are permanent parts of the conversation history.

• Use clear, concise language to make it easy for teammates to understand and pick up the conversation if needed.

⚠️ Warning: Never put subscriber-sensitive information (like passwords or private account data) even in internal comments. Follow your company’s data handling policies at all times.

• Internal Comment Toggle: Inside the message reply area, switch from "Reply to Subscriber" to "Internal Comment."

• @Mentions Field: Begin typing "@" in an Internal Comment and select from the teammate list.

• Assignment Field: Located at the top of the conversation view under the conversation title.