Internal Comments

Internal comments let your team discuss conversations privately. Customers never see these comments - they're only visible to your team members.

Adding a comment

1. Open a conversation
2. Click the Comments button in the chat header
3. Type your comment in the input field
4. Press Enter or click Send

Mentioning team members

Use @mentions to notify specific team members:

1. Type @ followed by their name
2. Select from the dropdown list
3. The mentioned member receives a notification

Example: @Sarah Can you check the order status for this customer?

Use cases

Shift handoffs

When ending your shift, leave a comment summarizing the conversation status. The next agent can quickly understand the context:

"Customer waiting for refund confirmation. I've escalated to billing team, should be resolved by tomorrow."

Escalations

Before transferring a conversation, add context for the receiving agent:

"@Manager Customer is upset about delayed delivery. They've been waiting 2 weeks. Needs priority handling."

Knowledge sharing

Share relevant information with teammates:

"FYI - This customer is on the Enterprise plan and has custom SLA terms."

Internal questions

Ask questions without the customer seeing:

"@Support Is this covered under warranty? Customer says it broke after 3 months."

Viewing comments

Comments appear in the right panel when you click the Comments button. Each comment shows:

• Author - Who wrote the comment
• Timestamp - When it was posted
• Content - The comment text with @mentions highlighted

Comments vs messages

Best practices

• Be concise - Write clear, actionable comments
• Use @mentions - Notify relevant people directly
• Update status - Note when issues are resolved
• Add context - Help teammates understand the situation quickly