Internal Comments and @Mentions in Captivation Hub Conversations

Internal Comments let your team add private notes directly inside a conversation thread — without the contact ever seeing them. You can @mention a teammate to loop them in, pass context along, or flag something that needs attention, all without leaving the conversation. This guide explains how to add, filter, and get notified about internal comments.

Note: Internal comments cannot be edited or deleted after they are posted, so review before clicking Send.

Internal Comments vs. Internal Chat: These are two different things. Internal Chat is a separate team messaging experience. Internal Comments live inside a specific contact's conversation thread.

How to Add an Internal Comment

1. Go to the Conversations tab.
2. Open the conversation you want to comment on.
3. Click the Channel Switcher button and select Internal Comment.
4. Type your comment. To tag a teammate, type @ and select their name from the list.
5. Click Send. The comment will be visible only to internal users.

Internal Comment drafts save automatically. If you switch channels, collapse the composer, or move to another conversation, your draft will still be there when you return.

How to Filter Internal Comments

To find conversations where you or a specific teammate has been mentioned:

1. Click the Quick Filters button.
2. Under the Mentions filter, select Mentions of Me and click Apply to see conversations where you've been tagged.
3. Or select Mentions of a Specific User, choose a name from the list, and click Apply.

To see all internal comments within a single conversation, click Filters inside the conversation and apply the Internal Comments filter.

Managing Notifications

To get notified when someone @mentions you or posts in a relevant conversation, go to Settings → My Profile → Notifications and enable the notification types you want.

Frequently Asked Questions

Are Internal Comment drafts saved automatically?
Yes. Drafts persist when you switch channels, collapse the composer, or move between conversations.

Can contacts see internal comments?
No. Internal comments are always private to your team.

Do @mentions send an email notification?
Yes, if the mentioned user has notifications enabled. Go to Settings → My Profile → Notifications to confirm or update those settings.

Can I edit or delete an internal comment?
No. Once posted, internal comments are permanent. Review your comment carefully before sending.

Are emojis supported in internal comments?
Emojis are not supported in internal comments.