Adaptive AI Knowledge Base
Conversations & Customer Communication
Use Internal Comments and @mentions in Adaptive AI 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.
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.
How to Add Internal Comments in Conversations
How to Filter Internal Comments
To view conversations where you or a specific user has been mentioned:
Managing 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.