Notes

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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

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Summary

It’s your team’s shared memory, built into every account.