Conversations / Conversations
Conversations - How to Add Internal Comments & Mention Users
Modified on: Tue, 3 Feb, 2026 at 7:58 AM
Use Internal Comments and @mentions in OmniReach 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.
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.
- Switch to Internal Comment using the Channel Switcher button.
- Type your comment and, if needed, tag users by entering @.
- Internal Comment drafts auto-save and persist when you switch channels, collapse/expand the composer, or move between conversations.
- 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: Are Internal Comment drafts saved automatically?
Yes. Internal Comment drafts auto-save and persist when you switch channels, collapse/expand the composer, or move between conversations.
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.