What is Internal Comments in Conversations?
Internal comments function as private notes within conversation threads. They remain invisible to contacts and are never transmitted to them. The "@mention" feature allows team members to notify colleagues to review or take action. Importantly, "Internal Comments ≠ Internal Chat," which represents a separate team communication tool.
Key Limitation: "Internal comments in Conversations cannot be edited or deleted once posted."
Key Benefits
- Private collaboration: Keep sensitive information away from contact visibility
- Targeted notifications: Use @mentions to alert specific team members
- Faster handoffs: Share context and next steps without leaving the conversation
- Searchable context: Filter and retrieve internal notes for quality assurance and audits
How to Add Internal Comments
- Log into your sub-account
- Access the Conversations tab
- Open your desired conversation
- Switch to "Internal Comment" using the Channel Switcher button
- Type your comment and tag users with "@"
- Note: "Internal Comment drafts auto-save and persist when you switch channels"
- Click Send to post the internal-only comment
How to Filter Internal Comments
- Use Quick Filters and select "Mentions of Me" to view conversations where you're mentioned
- Select "Mentions of a Specific User" to filter conversations mentioning particular team members
- Apply the Internal Comments filter to see all internal notes within a conversation