Who Should Use Internal Comments in Workflows
Sales, support, and operations teams use automated internal comments in Kyrios to share contact context and assign follow-up tasks without sending messages to contacts.
This feature operates within the Team & Handoff System and the Workflow & Automation System. It automates operational handoffs by appending internal documentation directly to conversation threads when workflow triggers run.
Use this capability when team members require instructions, account context, or alert notifications upon trigger events like form submissions or appointment bookings. Do not use this action for customer-facing communication, as comments remain hidden from contacts.
Prerequisites for Adding Internal Comments to Workflows
Users must have workflow editing permissions and active team member profiles in the Kyrios account before configuring internal comment actions.
Verifying user permissions and team member profiles ensures workflows can be published and mentioned staff members receive system notifications. Use these verification steps during initial automation setup. Do not proceed with workflow configuration if the team members you intend to mention are not yet created in the account.
Click Settings in the left navigation menu.
Click My Staff to confirm the team members exist in the account.
Confirm that your user role has permission to create and edit workflows under User Permissions.
How to Add the Internal Comment Action to a Workflow
Add the Add internal comments action to a workflow canvas to insert automated internal notes into a contact conversation thread.
This action operates within the Workflow & Automation System to attach context to contact records during automation execution. Use this action after triggers such as pipeline stage changes, tag additions, or appointment bookings. Do not use this action if you need to deliver an SMS or email message directly to the contact.
Click Automation in the left navigation menu.
Click Workflows.
Click an existing workflow to edit it, or click Create Workflow to build a new workflow.
Click the + icon on the workflow builder canvas at the step where the comment should post.
Search for and select Add internal comments from the action menu.
How to Configure the Internal Comment Message and User Mentions
Enter the note text in the MESSAGE field and type the @ symbol to mention specific team members.
The Add internal comments action creates a private note in the contact conversation and automatically adds mentioned users as followers to the contact. Use mentions when a specific team member must take action or follow updates on the contact. Do not mention users if the note is intended only as an automated log that requires no staff intervention.
Enter a descriptive title in the ACTION NAME field, or keep the default name Add internal comments.
Click inside the MESSAGE field.
Type the internal note text.
Type @ or click the @ icon on the editor toolbar to open the team member selection list.
Select the team member name from the list.
Click Save action.
Toggle the workflow status from Draft to Publish.
Click Save in the builder header.
How to View Internal Comments in Conversations
Open the contact thread in the Conversations module to view highlighted internal comments within the message timeline.
Internal comments are displayed inside the Unified Inbox within the Lead & Follow-Up System. Comments appear in a distinct colored callout box with a note icon so users can differentiate internal notes from outbound messages.
Use this view to review contact history and team instructions before initiating customer communication. Do not attempt to view internal comments from customer-facing portals, as these notes are completely private.
Click Conversations in the left navigation menu.
Click Conversations.
Select the target contact thread from the Team inbox list.
Locate the highlighted comment block in the conversation thread to view the internal message, timestamp, and mentioned user.
Common Issues and Fixes
Reviewing workflow execution logs and user profile settings resolves notification failures and missing comments. Use these troubleshooting procedures when an automated comment does not generate or when a team member reports a missing alert. Do not delete workflow actions before checking execution logs.
Why Did the Mentioned User Not Receive a Notification?
A mentioned user does not receive a notification if their user profile has conversation assignment or mention notifications disabled.
While the Add internal comments action automatically adds mentioned users as followers to the contact, user notification settings determine whether an alert is delivered. Use this procedure when the comment appears in the conversation thread but the staff member received no alert. Do not edit the workflow configuration if the comment itself is already posted in the conversation.
Click Settings in the left navigation menu.
Click My Staff.
Click Edit next to the user who did not receive the notification.
Click User Permissions and verify conversation access permissions.
Open the user notification settings and ensure alerts for mentions and follower updates are enabled.
Click Save.
Why Did the Internal Comment Not Appear in the Conversation?
An internal comment does not appear if the workflow is set to Draft, or if the contact did not meet the conditions required to reach the action step.
Workflows must be published to execute, and execution logs track whether a contact successfully completed each step. Use this troubleshooting protocol to verify if a contact enrolled in the workflow and reached the Add internal comments action. Do not duplicate the action before checking the contact execution logs.
Click Automation > Workflows.
Open the workflow containing the internal comment action.
Confirm that the status toggle in the top header is set to Publish and not Draft.
Click Execution logs in the top navigation bar of the builder.
Search for the contact name or execution record.
Review the step details to confirm whether the Add internal comments action executed successfully or failed.