How do I add internal comments and @mention teammates in a conversation?

Internal comments are private notes inside a contact's conversation. The contact never sees them. Use them to hand off a family inquiry to your intake coordinator, flag a referral for the community liaison, or leave context for whoever picks up the thread next. Type @ to mention a teammate and notify them.

Internal comments are different from Internal Chat, which is a separate team-only chat that is not tied to a contact.

Add an internal comment

1. Go to Conversations and open the conversation.
2. Use the channel switcher in the composer to choose Internal Comment.
3. Type your note. To notify someone, type @ and pick their name.
4. Click Send. Only your team can see it.

Drafts save automatically, even if you switch channels or move to another conversation.

Important: internal comments cannot be edited or deleted once posted, and they do not support attachments. Check your note before you send it.

Find comments and mentions

• To see conversations where you were mentioned, open the filters and choose Mentions of Me.
• To see a teammate's mentions, choose Mentions of a Specific User and pick the person.
• Inside a conversation, apply the Internal Comments filter to show only internal notes.

Get notified when you are mentioned

Go to Settings, then My Profile, then Notifications, and turn on the alerts you want. Each person controls their own notifications.

Add internal comments automatically with a workflow

An account admin can have a workflow post an internal comment, for example to flag a new hospital referral for quick follow-up.

1. Go to Automation and open or create a workflow.
2. Click + and, under Communication, choose Add Internal Comment.
3. Type the comment. Click the @ icon to mention either Assigned User (whoever owns the contact when the workflow runs) or a specific teammate.
4. Click Save Action, test the workflow on a test contact, then publish.

Good to know

• Mentioning someone gives them access. A mentioned user is added as a follower on the contact, so they can view and reply to that conversation.
• Followers added by a workflow stay on the contact even if you later remove the mention from the workflow.
• If a workflow comment only mentions Assigned User and the contact has no owner, the comment is skipped. Always include some text.
• Internal comments do not use any texting or email credits.

Have a question about your own account? Submit a ticket and our team will follow up.