The Internal Comments feature helps teams collaborate more effectively by allowing private notes within conversation threads. With internal comments, you can share information, request feedback, review responses, and capture important updates within the conversation. These comments are visible to your team but hidden from contacts, supporting discreet and effective coordination.
Adding an Internal Comment
To add an internal comment, navigate to the Conversations section in your account and select the contact you want to add the comment to, opening their Conversations panel.
Next, click the Internal Comments channel to access the comments field. Here you can compose your message, giving your team members the context they need.
You can also switch between Internal Comments and any previously selected messaging channel using the top bar.
To tag team members, type "@" followed by their name. Mentioning a user adds them as a follower and grants them access to the contact and conversation, even if they have restricted access rights.
You can clear the comment field entirely (1) or save the comment (2) by selecting the appropriate option at the bottom of the screen.
Once the internal comment is saved, anyone who has been tagged will receive a notification. You'll also be notified about updates in conversations where you've been mentioned, so nothing important gets missed.
Managing Comments
To find conversations where you or a specific team member has been tagged, use the Mentions Quick Filter.
You can also apply the Internal Comments filter within a conversation to view only the private comments, making it easy to navigate through internal notes.
This feature ensures that key information is captured, reviewed, and shared discreetly, keeping your team coordinated without the contact ever seeing it.