How to Add Internal Comments & Mentions in HighLevel Conversations

You are tag-teaming a massive agency deal with your lead closer. A hot prospect just asked for a discount via SMS. You want to tell your closer to offer 10% off, but absolutely no more. You quickly type out your strategy, hit send, and immediately feel your stomach drop.

You didn’t text your closer. You accidentally replied directly to the prospect. Now they are reading your internal negotiation strategy in real-time. They know your bottom line, they feel like they are being played, and the entire professional vibe of the deal is destroyed. You just burned a high-ticket retainer because your internal team chatter got mixed up with your client communication.

You cannot scale an agency if your team is constantly jumping between Slack and the CRM just to talk about a lead. HighLevel fixes this instantly with Internal Comments and @mentions inside Conversations. You can drop private notes and tag your team directly inside the contact thread without ever exposing your strategy to the prospect. Let us get your team communication dialed in and bulletproof.

Ready to streamline this? Here is exactly how to do it in 60 seconds:

Part 1: Drop a Private Internal Comment

Let us keep your sensitive notes and decisions out of the contact’s view.

1. Log in to your sub-account and click on the Conversations tab.
2. Open the specific conversation thread that you want to add an internal comment to.
3. Switch to the private mode by clicking the Channel Switcher button and selecting Internal Comment.
4. Type your comment. If you need a specific teammate to take action, tag them by entering @ and selecting their name. (Pro Tip: Your internal comment drafts auto-save and persist even if you switch channels or move between conversations!)
5. Click Send to post the comment. It will only be visible to internal users. (Note: Internal comments cannot be edited or deleted once posted, so make sure your note is finalized before sending).

Part 2: Filter and Find Your Mentions

Stop endlessly scrolling to find what your team asked you to do.

1. To view threads where you are tagged, click on the Quick Filters button at the top of your inbox.
2. Under the Mentions filter, select Mentions of Me and click Apply to instantly see every conversation where you are needed.
3. Checking up on a rep? Select Mentions of a Specific User, pick your team member from the list, and click Apply.
4. To see all the behind-the-scenes chatter in one view, click the Filters button and apply the Internal Comments filter.

Part 3: Turn On Your Notifications

Make sure your team actually sees the notes you are dropping so handoffs happen fast.

1. Navigate to Settings in the bottom left corner.
2. Click on My Profile.
3. Scroll to Notifications and enable the alerts for mentions and new messages so you never miss a tag.

Using internal comments speeds up your team handoffs and keeps your client-facing inbox looking incredibly professional.

Frequently Asked Questions

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