Add Internal Comments and Mention Teammates

Sometimes you need to leave a note on a conversation for your team without the contact ever seeing it — a heads-up, a handoff note, a "call them back about X." Internal comments let you do exactly that, right inside the same thread.

How they work

Internal comments are private to your team and are never sent to the contact, no matter what channel the conversation is happening on. They live in the same thread as the customer-facing messages, so context isn't lost across separate tools.

Posting a comment

1. Open the conversation and use the channel switcher to select internal comments.
2. Type your note. Use @ followed by a teammate's name to mention them directly.
3. Click Send to post it.

Once posted, a comment can't be edited or deleted — so it stays a reliable record for anyone reviewing the thread later.

Finding comments and mentions

• Use the Mentions of Me quick filter to see every conversation where you were tagged.
• Use the Internal Comments filter to pull up every thread that has team notes on it.
• Comments are searchable, which is useful for quality checks or reviewing how a situation was handled.

Notifications

Whether you get notified about a mention depends on your personal notification preferences, which you can adjust under your profile's notification settings.