Internal Comments and @Mentions in Conversations

What Are Internal Comments in Conversations?

Internal Comments let your team add private notes directly inside a contact's conversation thread — notes that are never visible to or sent to the contact. When you type @ and select a teammate, that person is mentioned and notified, so handoffs stay tight and context stays in one place.

Important: Internal Comments are separate from Internal Chat. Internal Chat is a dedicated private team messaging space. Internal Comments live inside a specific contact's conversation thread.

Note: Internal comments in Conversations cannot be edited or deleted once posted.

Step 1 — Open the Conversations Tab

Log in to your Captivation Hub account and click on the Conversations tab.

Step 2 — Open the Contact Conversation

Click on the conversation you want to add the internal comment to.

Step 3 — Switch to Internal Comment

Use the Channel Switcher button to switch to Internal Comment mode. The composer background changes to indicate you're in internal mode.

Step 4 — Write and Send Your Comment

Type your comment and, if needed, tag team members by typing @ and selecting their name. When you're ready, click Send — the comment will be visible only to your internal team, not the contact.

Tip: Internal Comment drafts auto-save and persist when you switch channels, collapse or expand the composer, or move between conversations — so you won't lose work in progress.

Filtering Internal Comments

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

Filter by Mentions

1. Click the Quick Filters button in the Conversations view.

2. Under Mentions, 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 team member from the list, and click Apply to see conversations where that user has been mentioned.

Filter by Internal Comments

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

Managing Notifications

To receive alerts when you're @mentioned or when new messages arrive in relevant conversations, make sure your notification settings are turned on. Navigate to Settings → My Profile → Notifications and enable the appropriate options.

Frequently Asked Questions

Q: Are Internal Comment drafts saved automatically?
Yes. Drafts auto-save and persist when you switch channels, collapse or expand the composer, or move between conversations.

Q: Can contacts ever see internal comments?
No. Internal comments are private to your team and are never sent to the contact.

Q: Do @mentions send email notifications or only in-app alerts?
Alerts depend on each user's notification settings. Ask teammates to check Settings → My Profile → Notifications to make sure they're turned on.

Q: Are internal comments searchable or filterable?
Yes. Use Filters → Internal Comments to find them. For mentions directed at you specifically, use Filters → Mentions of Me.

Q: Can I edit or delete an internal comment after posting?
No. Internal comments in Conversations cannot be edited or deleted once posted.

Q: Do internal comments support attachments?
No, attachments are not supported in internal comments at this time.