Conversations - How to Add Internal Comments & Mention Users

Modified on: Tue, 16 Sep, 2025 at 12:14 PM

Use Internal Comments and @mentions in HighLevel Conversations to collaborate privately inside a contact thread without exposing notes to the contact. This article defines what internal comments and @mentions are, who can use them, and how to post, search, and notify teammates.

TABLE OF CONTENTS

What is Internal Comments in Conversations?
Key Benefits of Internal Comments in Conversations
How to Add Internal Comments in Conversations
How to Filter Internal Comments
Managing Notifications
Frequently Asked Questions
Related Articles

What is Internal Comments in Conversations?

Internal comments are private notes you add to a conversation thread that are never sent to or visible by the contact. When you type @ and select a teammate, that person is mentioned and can be notified to review or act, keeping handoffs tight and context in one place. Internal Comments ≠ Internal Chat. Internal Chat is a separate team chat experience.

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

Key Benefits of Internal Comments in Conversations

These benefits help you decide when to use internal comments versus sending messages or switching to team chat.

Private collaboration: Keep sensitive notes and decisions out of the contact’s view.
Targeted notifications: @mention the right teammate to get timely eyes on the thread.
Faster handoffs: Assign context and next steps without leaving the conversation.
Searchable context: Retrieve internal notes with filters to speed up QA and audits.

How to Add Internal Comments in Conversations

Login to your sub-account.
Click on the Conversations tab.
Open the conversation that you want to add the internal comment to by clicking on it.
Click on the Internal Comment option in the conversation card.
Type your comment and, if needed, tagusers by entering @.
Click on Send to post the comment, which will be visible only to internal users.

How to Filter Internal Comments

To view conversations where you or a specific user has been mentioned:

Click on the Quick Filters button.
Under the Mentions filter, select Mentions of Me and click Apply to view conversation where you are mentioned.
Or select Mentions of a Specific User option and select the user from the list and click on Apply to view conversations where specific users have been mentioned.
To see all internal comments in a conversation, click on the Filters button and apply the Internal Comments filter.

Managing Notifications

Ensure your notification settings are enabled to receive alerts when you’re mentioned or for new messages in relevant conversations.
Navigate to Settings > My Profile > Notifications to enable the respective notifications.

Frequently Asked Questions

Q: Can contacts ever see internal comments?

No. Internal comments are private to your team and never sent to the contact.

Q: Do @mentions send email or only in-app alerts?

Alerts depend on each user’s notification preferences. Ask teammates to review Settings > My Profile > Notifications .

Q: Are internal comments searchable or filterable later?
Yes, use Filters > Internal Comments. To find items directed at you, use Filters > Mentions of Me.

Q: Who can edit or delete an internal comment?
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.