Comments

What Are Comments?

Comments are internal notes that only your team can see. When you add a comment to a conversation:

• Only team members can view it
• The customer never sees it in their email thread
• It appears in the conversation’s activity feed
• Team members get notified about new comments

Comments are completely separate from email replies - they’re for internal discussion only.

When to Use Comments

Comments are useful in many situations:

Coordinating Responses

Before sending a reply, you might want to discuss the best approach:

“Should we offer a discount here or stick to our policy?”

Asking for Help

When you need input from someone with more expertise:

“This customer is asking about technical details I’m not sure about. @sarah can you help with this?”

Sharing Context

Letting teammates know important background information:

“This customer has been with us for 3 years and has never had an issue before. Let’s make sure we take extra care with their request.”

Handoffs

When you need to pass a conversation to someone else:

“I’ve gathered all the information needed. @mike can you take over from here? The customer needs a technical solution.”

Internal Notes

Recording information that might be useful later:

“Customer mentioned they’re planning to upgrade their plan next month. Follow up then.”

How to Add Comments

You can add comments in several ways:

From the Conversation View

1. Open any conversation
2. Click “Chat with your team…” (or press c)
3. Type your message
4. Click “Add internal comment”

Mentions

Use @ to mention specific team members:

• Type @ followed by their name
• They’ll get a notification about your comment
• They’ll also be subscribed to this conversation, notifying them of other comments and replies. Thinking about it as “looping them in”.

Comment Best Practices

Be Clear and Concise

Since comments are for internal coordination, get straight to the point:

Use Mentions Appropriately

• Mention specific people when you need their input
• Don’t mention everyone unless it’s truly urgent
• Consider if a comment needs to be directed at someone specific

Provide Context

When asking for help, give enough information:

Keep Customer-Facing Info Separate

Remember that comments are never visible to customers. If you need to communicate something to the customer, use an email reply instead.

Comments vs Email Replies

It’s important to understand when to use comments vs when to send actual email replies:

Comment Notifications

Team members receive notifications for comments when:

• Someone mentions them with @
• They’re assigned to the conversation
• They’ve previously commented on the conversation

This ensures relevant people stay in the loop without being overwhelmed by notifications for conversations they’re not involved in.

Comment History

All comments are saved in the conversation’s activity feed, so you can:

• Look back at previous discussions
• Understand the decision-making process
• See how a conversation evolved over time

This is especially useful for complex conversations that involve multiple team members or extend over several days.

Comments and Assignment

Comments often work hand-in-hand with assignment:

1. Someone adds a comment asking for help
2. Another team member responds and assigns themselves
3. The conversation moves to the appropriate person’s “Mine” section

This workflow ensures clear communication and smooth handoffs between team members.