Conversations: Add Internal Comments Using Workflows

Overview

You can now automatically add Internal Comments to conversations using Workflows. Until now, teams had to manually add internal comments to share context, provide instructions, or keep other team members informed. With this workflow action, you can automate internal comments based on specific events, ensuring important information is captured directly in the conversation without manual effort.

What’s New?

We've introduced a new Add Internal Comment workflow action that lets you automatically post internal comments to conversations when a workflow runs. You can use this to share important context, provide follow-up instructions, or notify specific team members by @mentioning users directly in the comment.

For example, when a high-priority lead enters a workflow, you can automatically add an internal comment mentioning the assigned team member with instructions for the next steps. These comments appear directly in the conversation history, keeping internal communication and customer context in one place without sending anything to the customer.

How to Use

• Go to Automation → Workflows.
• Create a new workflow or open an existing one.
• Add the Internal Comment action.

• Enter your comment and @mention team members as needed.
• Save and publish the workflow.

Why It Matters

This helps teams automate internal communication, keep everyone informed, and ensure important customer context reaches the right people at the right time.