Tag someone in a note and Gather emails them your note, with a button that takes them to the case. Here's who gets one, what's inside and where the button lands.
📢 This article explains the emails. To learn how to @mention, reply and format your notes, see our guide.
📧 Who gets an email when I @mention someone or reply?
Gather sends an email in two situations, and edits follow one simple rule:
🏷️ An @mention. The person you tag gets an email with your note.
💬 A reply. The author of the note you're answering gets an email. A reply emails that author only, so to email someone else about it, @mention them in the reply.
✏️ An edit. Editing a note emails only the people you newly @mention.
Hover over the @ button in the note box to see these rules in the app, as shown below:
📧 Heads up: Email is how mentions and replies reach people. Emails are queued, so timing can vary, and Gather doesn't show whether one was opened. For something urgent, give them a call too.
🏷️ What's in the email when I tag someone?
The email puts your note in front of them, formatting and all, as shown below:
👋 A greeting and context. It says hi by first name, then who tagged them and which case the note is about.
📝 Your note, quoted. Bold, italic, underline, strikethrough, tagged names and line breaks carry over.
🔴 A red outline and a CRITICAL label when the note is marked Critical.
🔘 A button. It takes them to the case, and its label depends on the kind of note, as you'll see next.
🚫 Staff and family limits
Case notes and KeepTrack step notes are for your team only, so family members can't be tagged on them.
Family Admins and Family Guests (the helpers you invite) can be tagged, and emailed, only on task notes that are visible to the family. A Guest can be tagged only on a task they can see: one assigned to them or to All Helpers.
When a Family Admin or Guest tags someone on your team, the only person they can pick is the case's assigned director.
🔗 Where does the button take me?
The button takes you to the case in Gather. The label depends on the kind of note:
📁 VIEW CASE NOTES (case notes and replies to them): takes you to the case's Organize page. If you can't open the Organize page, it lands on the case's Remember page instead.
✅ VIEW TASK (task notes and replies to them): takes you to the case and scrolls to that task.
👣 VIEW STEP (step notes): takes you to the case.
💬 What's in the email when someone replies to my note?
When someone replies to your note, you get a reply email. It looks like a mention email, with the conversation built in:
📝 Your original note sits in a muted box at the top.
✍️ The reply sits below it in a darker box, signed with the replier's name.
🔴 A red outline and a CRITICAL label mark your original note if it was Critical.
🔘 A button. It works just like the one in a mention email.
📬 How many emails will I get?
Only the ones that are about you. Nobody gets one of these emails unless someone @mentions them or replies to their note. Each person you tag gets one email per note, and editing a note doesn't send it again to people it already mentioned.
❓ Other FAQs
Why didn't someone get an email?
Why didn't someone get an email?
Usually it's one of three things: their email address is missing or invalid, the case is a One-Off case, or, for replies, they can no longer see the note or haven't set a password yet. Names with no email on file are greyed out in the @ picker, so you can spot a missing address before you save.
Can the same person get two emails from one note?
Can the same person get two emails from one note?
Not by tagging them twice. If you take someone off a note and add them back later, though, they're emailed again.
Do I get an email when I reply to my own note?
Do I get an email when I reply to my own note?
Nope. Replying to your own note doesn't email anyone on its own, so @mention a teammate in the reply to email them. A mention of yourself does get emailed, though.
Can I answer the email itself?
Can I answer the email itself?
Not from the email. Reply inside Gather instead: click the pill under the note that starts with Reply to, type your answer and click Reply, so it lands on the note itself. Notes added through KeepTrack steps can't be replied to, so continue those in a case note.
Need More Help? 👋
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