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Overview

The notes feature in Thena lets you capture key insights, updates, or customer-specific actions directly under an account. Whether it’s internal prep for a QBR, strategic decisions from a support call, or reminders from onboarding—notes bring critical context into the account timeline. With flexible privacy settings, editable note types, and multi-user collaboration, notes are more than comments—they’re structured knowledge assets.

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Key features

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Create and assign notes

  • Add a note directly from the account view
  • Assign it to a specific teammate or leave it unassigned
  • Great for ownership handoffs, strategic plans, and account prep
  • Works across GTM teams (support, success, product, solutions)

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Make it public or private

Notes can be toggled between:
  • Public (visible to everyone with access to the account)
  • Private (visible only to the note creator and assigned users)
This gives you control over sensitive information, while keeping the broader context open when needed.

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Editable note types

Thena includes a built-in note type attribute. Default value is General, but you can:
  • Add custom note types (e.g., QBR prep, onboarding, legal, roadmap)
  • Edit or delete existing ones
  • Use icons and color-coding for quick visual context
Note types help teams organize and search notes more effectively.

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Threaded replies for collaboration

Notes aren’t static—they’re collaborative.
  • Anyone with access can reply to a note, creating a mini-thread
  • Perfect for async follow-ups, clarifications, or tagging in teammates
Keeps all discussion in one place, linked to the right customer.

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Automate note creation via workflows or AI agents

Notes can also be:
  • ✨ Automatically created by AI agents (e.g., summary from a support thread)
  • 🔄 Triggered through workflows based on ticket events, customer behavior, or task completion
This means notes don’t just capture what already happened—they can proactively drive your process forward.

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Use cases

Meeting summaries

Summarize customer conversations or meeting outcomes with context

QBR preparation

Prep and assign follow-up items before quarterly business reviews

Strategic planning

Leave strategic notes on renewals or escalations for team alignment

Onboarding notes

Add onboarding notes from solutions engineers to track implementation

AI summaries

Auto-generate notes from AI agents summarizing Slack/email activity

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Summary

Notes under accounts give teams a structured way to capture, organize, and act on insights. With support for privacy, ownership, collaboration, and automation—Thena turns notes into a living layer of customer intelligence.
It’s your team’s shared memory, built into every account.