What Internal Comments Are
An internal comment is a private team note posted inside a contact’s conversation thread. Internal comments are not delivered through SMS, email, WhatsApp, Live Chat, or another contact-facing channel. A user can type @ and select a teammate to mention that person in the comment. Mention notifications depend on the selected user’s notification settings. Internal comments cannot be edited or deleted after they are posted.
Internal Comments Compared With Internal Chat
Internal comments and Internal Chat serve different purposes. Internal comments are private notes connected to a specific contact conversation. Internal Chat is a separate team messaging experience that is not limited to a contact’s conversation thread. Use an internal comment when the note must remain with the contact conversation. Use Internal Chat for general team discussions that do not need to appear in a contact thread.
Benefits of Internal Comments
Internal comments allow teams to collaborate without exposing internal information to contacts. Key benefits include:
Private collaboration: Sensitive notes and internal decisions remain visible only to the team.
Targeted notifications: Users can mention the teammate who needs to review or act.
Faster handoffs: Context and next steps remain attached to the conversation.
Searchable context: Filters can locate internal comments and user mentions later.
Persistent drafts: Unsaved internal comment drafts remain available while users navigate within Conversations.
Open the Conversation
To open a conversation:
Go to Conversations from the left navigation.
Open the appropriate inbox.
Select the conversation that needs an internal note.
The selected conversation opens in the center conversation panel.
Select the Correct Conversation
Confirm that the intended contact conversation is selected before adding an internal comment. Review the contact name, recent messages, and contact details to ensure the comment will be posted to the correct thread.
Internal comments cannot be moved to another conversation after they are posted.
Switch the Composer to Internal Comment
The conversation composer must be switched from a contact-facing channel to Internal Comment before the note is written. To switch the composer:
Open the correct conversation.
Locate the channel switcher in the message composer.
Open the channel options.
Select Internal Comment.
The composer indicates that the note is visible only to the team when Internal Comment is selected.
Write and Send an Internal Comment
To post an internal comment:
Confirm that the composer is set to Internal Comment.
Enter the private note.
Type
@when a teammate must be mentioned.Select the teammate from the available users.
Review the comment before posting.
Click Send.
The comment becomes part of the conversation thread and is visible only to internal users. Internal comments cannot be edited or deleted after they are sent.
How Internal Comment Drafts Work
Internal comment drafts save automatically before they are posted. A saved draft persists when the user:
Switches between communication channels.
Collapses or expands the composer.
Moves between conversations.
Returns to the same conversation and Internal Comment composer to continue the draft. A draft is not visible to other users until it is sent.
Filter Conversations by Mentions
Mention filters help users locate conversations where an internal comment mentions them or another teammate. To open mention filters:
Go to Conversations.
Click the Quick Filters button near the conversation search area.
The Quick Filters panel includes mention filters and other conversation criteria.
Find Conversations That Mention You
To locate conversations where you were mentioned:
Open Quick Filters.
Locate the Mentions section.
Select Mentions of Me.
Click Apply.
The conversation list updates to show conversations containing mentions directed to the current user.
Find Conversations That Mention a Specific User
To locate conversations where another user was mentioned:
Open Quick Filters.
Locate the Mentions section.
Select Mentions of Specific User.
Select the required user.
Click Apply.
This filter is useful when reviewing assignments, handoffs, or outstanding requests directed to a specific teammate.
Show Internal Comments in a Conversation
The conversation activity filter can limit the thread to internal comments.
To filter the thread:
Open the conversation.
Click the conversation activity filter.
Select Internal Comments.
Clear other activity types when only internal comments should be displayed.
The conversation thread updates to show the activity types selected in the filter.
Manage Mention Notifications
Mention alerts depend on each user’s notification preferences. To review notification settings:
Go to Settings.
Open My Profile.
Select Notifications.
Enable the applicable conversation and mention notifications.
Save the settings.
A posted mention remains in the internal comment even when the mentioned user has disabled a notification method.
Internal Comment Limitations
Internal comments have the following limitations:
Contacts cannot view internal comments.
Internal comments cannot be edited after posting.
Internal comments cannot be deleted after posting.
Attachments are not supported.
Notification delivery depends on each mentioned user’s notification settings.
Review the contact, comment text, and mentioned users before clicking Send.
Recommended Team Process
Use internal comments consistently to make conversation handoffs easier to follow. A practical process is:
State the reason for the note.
Include the action that is required.
Mention the user responsible for the next step.
Add a deadline or timing expectation when applicable.
Keep the note focused on the selected contact conversation.
Example:
@Teammate Please review the customer’s request and follow up before 3:00 PM today.
Common Issues and Fixes
The contact received the note
The composer may have been set to a contact-facing channel instead of Internal Comment. Before sending private information, confirm that the composer displays Internal Comment and indicates that the note is visible only to the team.
A teammate did not receive a mention notification
The teammate’s notification preferences may not include the relevant alert. Ask the teammate to review Settings > My Profile > Notifications.
The internal comment cannot be edited
This is expected behavior. Internal comments cannot be edited after they are posted.
The internal comment cannot be deleted
This is expected behavior. Internal comments cannot be deleted after they are posted.
An attachment cannot be added
Attachments are not supported in internal comments. Use another approved internal process for sharing the file.
A draft disappeared from the visible composer
Return to the original conversation and select Internal Comment again. Drafts persist when switching channels, collapsing the composer, or moving between conversations.
Mention filters return no conversations
Confirm that the correct mention option and user were selected. Clear conflicting filters and apply the mention filter again.
FAQ
Can contacts see internal comments?
No. Internal comments are private to internal users and are never sent to the contact.
Are internal comments the same as Internal Chat?
No. Internal comments are attached to a contact conversation. Internal Chat is a separate team messaging experience.
Can internal comments be edited?
No. An internal comment cannot be edited after it is posted.
Can internal comments be deleted?
No. An internal comment cannot be deleted after it is posted.
Can files be attached to internal comments?
No. Attachments are not supported in internal comments.
Are internal comment drafts saved automatically?
Yes. Drafts save automatically and persist when users switch channels, collapse or expand the composer, or move between conversations.
How do I mention a teammate?
Type @ in the Internal Comment composer and select the teammate from the available users.
Does mentioning a teammate always send an email?
Not necessarily. The alert methods used for a mention depend on the teammate’s notification preferences under Settings > My Profile > Notifications.
How do I find conversations where I was mentioned?
Open Quick Filters, select Mentions of Me, and click Apply.
How do I find conversations where another user was mentioned?
Open Quick Filters, select Mentions of Specific User, choose the user, and click Apply.
How do I display only internal comments in a conversation?
Open the conversation activity filter and select Internal Comments.