Internal comments let you talk with your team inside a request without your client seeing it. They sit in the same activity feed as the rest of the conversation, so the context stays in one place.
Use case: Your client asks for a last-minute change on a homepage design. Before you reply, you want to check with your developer whether it fits the deadline. You leave an internal comment on the request, agree on a plan, and then answer the client.
Who can add internal comments
Portal admins, admins and team members can add internal comments. Clients never see the option, and they never see internal comments in the request, in emails or in notifications.
How to add an internal comment
Open the request and stay on the Activity tab.
In the message box at the bottom, find the switch with the eye icon, next to the canned responses icon (and the Loom icon, if Loom is connected).
Turn the switch on. The eye changes to a lock and the message box turns yellow. Hover over the switch to check: it says Only your team will see this comment. When it is off, it says Everyone will see this comment.
Type your comment. You can mention teammates with @, attach files and use canned responses as usual.
Click the send button, or press Ctrl + Enter.
The comment appears in a yellow card labelled Internal comment.
The switch stays on for your next message, so turn it off before you write to your client.
Schedule an internal comment
To send an internal comment later, turn the switch on, write your comment, then click the arrow next to the send button and choose Tomorrow, In 2 days or Custom time. Scheduled internal comments are marked Internal in the list of scheduled messages. For more, see How to schedule responses.
Good to know
Notifications: only the team members assigned to the request and the request's followers from your team are notified. Clients get no email or notification.
Status automations: internal comments don't change the request status, even if you set a status to apply after a team comment. See How to automatically change statuses.
Completed requests: if you turned off comments on completed requests, your team can still add internal comments. See How to lock comments on completed requests.
Team members who can't comment: if you turn off the Comment on requests permission for team members, they don't see the switch and every comment they post is internal.