Comments & Mentions for Team Collaboration in MessageDesk
Use comments to leave internal notes in a conversation.Use mentions to notify teammates and move work forward—without sending a text to the contact.
What Are Comments?
- Internal-only notes saved inside a text thread
- Not SMS – contacts never see them
- Great for handoffs, approvals, context, and reminders
You’ll know you’re in comment mode when the message compose box turns yellow.
What Are Mentions?
- Click @ to mention one or more teammates (you can @yourself, too)
- Sends an email and browser notification so the right people jump in fast
- Perfect for “need eyes,” “please reply,” or “ready to close?”
Leave a comment with mentions (step-by-step)
1. Open a conversation from the Inbox.
2. Switch the composer to Comment using the Message type dropdown.
The message compose box will turn yellow to indicate comment mode.
3. Click @ and select teammates to mention.
You can select one or many users—or mention yourself for a reminder.You can also mention yourself in a comment as a way to leave yourself a reminder!
4. Write your comment, then click Send
The comment appears in the thread alongside other comments and texts. (Optional) Click + in the comment composer to attach media (images/files).Switch back to texting: Change the Message type back to Message when you’re ready to send an SMS.
5. Mentions notify users by email and browser push notification
Each mentioned user receives an email linking directly to the thread.
Where to Find Comments You’re Mentioned In
- In the Inbox, open My Inbox (left navigation).
- Select the pre-saved view that shows comments you’re mentioned in.
- Click any item to jump into the conversation.
Common ways teams use comments & mentions
- Handoffs: “@Sam customer confirmed 2pm; please send prep checklist.”
- Approvals: “@Alex can you approve refund before I close?”
- Triage: “@Support urgent billing issue—see last two messages.”
- Coaching: “@Jordan reply with template ‘Appt reminder – 24h’ next time.”
- Self-reminders: “@Me follow up Friday if no response.”
Tips & best practices
- Keep one comment = one ask. Makes it easier to scan and act.
- Summarize before you @. Add 1–2 lines of context and the next step.
- Mention the owner. Use @ on the assignee so nothing slips through.
- Attach artifacts. Drop photos, PDFs, or screenshots right in the comment.
- Close the loop. Post a short “Resolved—closing thread” comment before you close.
Privacy & visibility
- Comments are never sent to contacts.
- Mentions notify teammates (via email) and link back to the exact thread.
- Comments live inside the conversation for full history and auditing.
FAQ
Do comments send as texts to the customer?No. Comments are internal-only. How do I know I’m commenting, not texting?
The mesage compose box turns yellow, and the Message type shows Comment. Can I mention multiple teammates at once?
Yes. Select as many as you need. Can I attach media to a comment?
Yes. Use the + button in the comment composer. Will I get notified if someone mentions me?
Yes. Mentions trigger an email notification with a link to the thread. Can I find all comments where I’m mentioned?
Yes. In My Inbox, use the pre-saved view for comments you’re mentioned in.
Troubleshooting
- I don’t see the Comment option.
Make sure you’re inside a conversation (not just the list). If it’s still missing, check with an admin about permissions. - My comment looked like a text.
Confirm you switched to Comment mode (yellow composer). If you sent while in Message mode, it went as SMS. - No one saw my mention.
Verify you used @ to pick specific teammates (not just typed their names). Ask them to check email and spam folders.