The Internal Comments feature enables teams to collaborate more effectively by allowing private notes within conversation threads. With internal comments, you can share information, request feedback, review responses, and capture essential updates within the conversation. These comments remain visible to users and are hidden from contacts, supporting discreet and effective team coordination.
Adding an Internal Comment #
To add an internal comment, navigate to the Conversations section in your account and select the contact to whom you wish to add the comment to open their Conversations panel.
Next, click the Internal Comments channel to access the comments field. In this area, you can compose your message, providing relevant details to inform your team members of any important details.
Or, you can switch between Internal Comments and any previously selected messaging channel with 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 in the lower section of the screen.
Once the internal comment is saved, individuals who have been tagged will receive a notification alerting them to the comment. Notifications will also be sent for updates in conversations where you have been mentioned, ensuring that key information is promptly communicated.
Managing Comments #
To find conversations where you or a specific team member has been tagged, you can use the Mentions Quick Filter.
Furthermore, apply the Internal Comments filter within a conversation to view only the private comments, allowing for easy navigation through internal notes.
This feature ensures that key information is captured, reviewed, and shared discreetly, fostering effective coordination and conversation management.
Frequently Asked Questions #
Can contacts see internal comments? #
No. Internal comments are visible only to your team members and are hidden from contacts, so you can coordinate privately within a conversation thread.
How do I add an internal comment to a conversation? #
Open the contact in the Conversations section, click the Internal Comments channel to reveal the comments field, compose your note, and save it. You can switch back to a messaging channel using the top bar.
How do I tag a team member in an internal comment? #
Type “@” followed by the team member’s name. Mentioning a user adds them as a follower and grants them access to the contact and conversation, even if their access rights are otherwise restricted.
Will tagged team members be notified? #
Yes. When an internal comment is saved, anyone tagged receives a notification, and you also receive notifications for updates in conversations where you have been mentioned.
How can I find conversations where I was mentioned? #
Use the Mentions Quick Filter to locate conversations where you or a specific team member has been tagged.
How do I view only the internal notes in a conversation? #
Apply the Internal Comments filter within a conversation to display only the private comments, making it easy to navigate internal notes without the customer-facing messages.
