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Conversations

How to leave internal comments and mention teammates in a conversation

Open the conversation in Conversations, switch the composer channel to Internal Comment, type your note (use @ to mention a teammate) and click Send. The contact never sees these comments; only your team does.

Updated on

Before you start

  • You need access to Conversations.
  • The teammates you want to mention must be users in your account.
  • To get alerted, each teammate needs mention notifications turned on under Settings › My Profile › Notifications.
Where to find it

Conversations › contact's conversation › channel switcher › Internal Comment

Step by step

Write an internal comment

  1. In the left menu, open Conversations and click the contact's conversation.
  2. In the composer, open the channel switcher (where you pick SMS, email, WhatsApp…) and choose Internal Comment.
  3. Type your note. To bring in a teammate, type @ and pick their name from the list.
  4. Click Send. The comment appears in the conversation history, styled differently from messages, and only your team can see it.
  5. If you leave the conversation halfway through, the comment draft is saved and shows up when you come back.

Find the conversations you were mentioned in

  1. Above the conversation list, click Quick Filters.
  2. Under the Mentions filter, choose Mentions of Me and apply.
  3. To see mentions of someone else, choose Mentions of a Specific User, select the user and apply.

See only the internal comments in a conversation

  1. Open the conversation.
  2. In the message filter of the history, choose Internal Comments. Only the team's notes are shown.

Tips

  • Use an internal comment to hand off context to whoever takes over the conversation: what the customer wants, what has already been agreed and the next step.
  • An internal comment is not the same as Internal Chat: the comment is tied to the customer's conversation; internal chat is a private thread between teammates, separate from any contact.
  • Proofread before sending: an internal comment cannot be edited or deleted once posted.

Common problems

  • My teammate didn't get a mention alert → They need to turn on mention notifications under Settings › My Profile › Notifications. Without that, the mention shows in the conversation but doesn't trigger an alert.
  • I can't find the Internal Comment option → It's in the composer's channel switcher, next to the other channels. If you don't see the composer at all, check that you have conversations permission.
  • I want to attach a file to the comment → Not possible: internal comments are text only. Send the file through internal chat or save it to the contact record.
  • I made a typo in a comment → Comments can't be edited or deleted. Post a new comment with the correction.

Frequently asked questions

Can the customer see internal comments?

No. They are never sent to the contact on any channel; only users in your account can see them.

Does a mention alert by email or only in the app?

It depends on each user's notification preferences. Each teammate chooses under Settings › My Profile › Notifications.

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