The Add Internal Comment workflow action lets you automate private team notes inside a contact's conversation thread. When this action runs, it posts an internal comment directly into the contact's Conversations timeline — just like one written manually — without ever messaging the contact. You can also @mention teammates so they're looped in and notified automatically.
Step 1 — Open the Workflow Builder
Go to Automations in your account and open an existing workflow, or create a new one from scratch or from a recipe.
Step 2 — Add the Action
Click the + button to open the actions menu. Under the Communication category, search or scroll to find Add Internal Comments and select it.
Step 3 — Write the Comment
Type the comment text your team should see. The editor supports:
- @ mentions — tag a teammate to notify them and add them as a follower on the contact
- Undo / Redo — revert or reapply edits while composing
The comment body is required. If the action runs with no text, it will be skipped and this will be recorded in the execution log.
How @Mentions Work
Click the @ icon in the editor to insert a mention. You'll see two options:
| Option | What it does |
|---|---|
| Assigned User | Dynamically mentions whichever user is assigned to the contact when the action runs |
| Specific User | Mentions a fixed user you choose from the list — searchable, and you can add more than one |
When the comment posts, each mentioned user is added to the contact as a follower and receives a notification based on their own settings (Settings > My Profile > Notifications).
Note: If you use Assigned User and the contact has no assigned user, no mention is applied. The comment still posts with any other text you included.
Step 4 — Save and Test
Click Save Action to add it to the workflow. Run the workflow against a test contact to confirm the comment text, mention, and notification all work as expected, then publish.
Where the Comment Appears
Once the action runs, the internal comment appears inline in the contact's conversation timeline, in chronological order with other messages. It is not delivered to the contact through any channel.
To find internal comments quickly inside Conversations, use:
- Internal Comments filter — shows only internal comments within a conversation
- Mentions of Me filter — shows conversations where you were mentioned
- Mentions of a Specific User filter — shows conversations where a chosen teammate was mentioned
Important Considerations
- Comment text is required. If the action runs with no text, it is skipped and noted in the execution log.
- Internal comments cannot be edited or deleted after posting. Review your comment text before publishing the workflow.
- Attachments are not supported in internal comments.
- Followers are additive. Removing a mention from the workflow later does not remove followers who were already added to contacts by previous runs.
Frequently Asked Questions
Will the contact ever see the internal comment?
No. Internal comments are private to your team and are never sent to the contact through any channel.
Does this action use SMS or email credits?
No. The comment is posted to the conversation only — no credits are consumed. Notifications to mentioned users follow their own notification settings.
What if the contact has no assigned user and I used the Assigned User mention?
No user is mentioned. If there's other text in the comment, it still posts without a mention. If the comment contained only the Assigned User mention and nothing else, the action is skipped.
Can I mention more than one user in the same comment?
Yes. Add multiple mentions to the same comment, and each user is notified and added as a follower.
Will mentioning a user give them access to the contact?
Yes. Mentioned users are added as followers, which gives them the ability to view and reply to that conversation.
Where can I confirm the action ran?
Open the workflow's Execution Logs and find the contact's run. The log shows whether the action executed or was skipped, and why.
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