Documentation Index
Fetch the complete documentation index at: https://docs.messagedesk.com/llms.txt
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Team Collaboration: Comments, Mentions & Emoji Reactions
Collaborate inside MessageDesk without ever sending an unintended text. Use comments for internal notes, mentions to alert teammates, and emoji reactions to respond quickly without typing a message.Comments
What are comments?
Comments are internal-only notes that appear inside a text thread but never go to contacts.Use them for:
- Internal handoffs.
- Approvals or QA reviews.
- Context before responding.
- Reminders or documentation.
You’re in comment mode when the compose box turns purple (default theme).
Mentions
What are mentions?
Mentions let you notify teammates directly inside a conversation.- Type @ to mention one or more teammates (you can @yourself too).
- Mentions trigger email and browser notifications that link to the conversation.
- Great for follow-ups, approvals, or assigning the next step.
“@Jordan please confirm details before closing this ticket.”
Emoji reactions
What are emoji reactions?
Emoji reactions let you quickly acknowledge or respond to messages and comments without typing a full reply.- Available on messages and non-threaded comments.
- Shown in the top-left corner of a message or comment.
- Show a count of unique reactions (hover or click to see who reacted).
- 👍 Confirm you’ve seen a message.
- 🎉 Celebrate a win.
- ❤️ Show appreciation.
- 👀 Indicate “reviewing” without replying.
How to use comments, mentions & reactions
1. Open a conversation
From your Inbox, open any conversation.
2. Switch to comment mode
Use the Message Type dropdown to switch from Message to Comment.The composer turns purple.
3. Mention teammates
Type @ to search and select teammates. You can mention:- One or multiple teammates.
- Yourself (as a personal reminder).
Mentioning yourself is a quick way to set reminders or flag items for follow-up.
4. Write and send your comment
Type your comment, then click Send. It appears in the thread but doesn’t send as a text.- Optional: click + to attach media (images, files, and so on).
- Switch back to Message mode to send an actual SMS.
5. Add an emoji reaction
Hover over any message or comment, click the emoji icon, then choose a reaction.Click an existing emoji to see who reacted.
6. Mentions trigger notifications
Mentioned teammates get:- An email notification with a direct link to the thread.
- A browser push notification if enabled.
Find comments you’re mentioned in
- Go to your Inbox.
- Open My Inbox (left sidebar).
- Select the pre-saved view for Comments you’re mentioned in.
- Click a conversation to jump directly to your mention.
Searching for comments
Comment search lives in Advanced Search, not Quick Search. Quick Search (⌘K) only returns contacts and conversations.- Open Advanced Search:
- On desktop, press ⌘K / Ctrl K to open Quick Search, then press Enter on a result or click Open Advanced Search.
- On mobile or tablet, tap the search icon near the account settings icon.
- Type your search query and review the Comments results section, which has its own per-type filters and pagination.
- Click a comment result to open the conversation and scroll directly to that comment.
Search respects your existing permissions. You’ll only see comments from conversations you have access to.
Comment threads
What are comment threads?
Threads let you reply directly to a specific comment or message, keeping related discussions together.- Organize back-and-forth discussions.
- Keep follow-ups separate from the main message feed.
- Available on desktop (hover) and mobile (force touch).
Reply in a thread
- Hover over a comment or message, then click Reply.
- Type your reply.
- Click Send.
You can reply from the original comment or the last message in a thread. Both add to the same thread.
When to use threads
- Follow-ups. Ask clarifying questions without cluttering the main chat.
- Status updates. Keep progress notes in one place.
- Focused discussions. Avoid cross-talk in busy conversations.
Deleting comments
Delete comments you no longer need. Comments are soft-deleted. They’re removed from view but stay in the database for record-keeping.Delete a comment
- Hover over the comment in the conversation thread.
- Click the trash can icon (🗑️).
- The comment is deleted.
What happens when you delete a comment
- Individual comments (non-threaded): Disappear from the conversation pane entirely.
- Threaded comments: A placeholder showing “Comment was deleted” stays to preserve thread context.
Deleted comments are soft-deleted. They no longer appear in the conversation, but they stay in the database and still show up in conversation exports.
Common team scenarios
| Scenario | Example Comment |
|---|---|
| Handoff | ”@Sam customer confirmed 2pm. Please send prep checklist.” |
| Approval | ”@Alex can you approve this refund before I close?” |
| Triage | ”@Support urgent billing issue. See last two messages.” |
| Coaching | ”@Jordan next time, use template ‘Appt Reminder – 24h’.” |
| Self-reminder | ”@Me follow up Friday if no response.” |
Tips & best practices
- ✅ Keep one comment = one ask. Easier to read and act on.
- 🧭 Add context before tagging. Summarize the issue or goal.
- 👥 Mention the owner. Tag the responsible teammate so nothing slips through.
- 📎 Attach files. Use screenshots, PDFs, or photos for clarity.
- 🔁 Close the loop. Add a “Resolved, closing thread” note when finished.
- ⚡ React instead of reply. Use emojis for quick acknowledgments to cut noise.
Privacy & visibility
- Comments are internal only. They’re never sent to contacts.
- Mentions trigger email/browser notifications to the tagged teammates.
- Comments stay in the conversation for historical context and auditing.
FAQ
Do comments send to the customer?No. They’re internal-only. How do I know I’m commenting, not texting?
The composer turns purple, and the message type shows Comment. Can I mention multiple teammates?
Yes. Mention as many as needed. Can I attach media to a comment?
Yes. Use the + icon to upload files or images. Will I get notified if someone mentions me?
Yes. Mentions trigger email and browser notifications. How do I reply to a specific comment or message?
Hover over it, click Reply, and your message appears as a threaded reply. Can I see all my mentions in one place?
Yes. In My Inbox, use the “Comments you’re mentioned in” view. Can I delete a comment?
Yes. Hover over the comment and click the trash can icon. Individual comments disappear entirely. Threaded comments show “Comment was deleted” as a placeholder. Deleted comments are soft-deleted and still appear in conversation exports.
Troubleshooting
I don’t see the Comment option.Make sure you’re inside a specific conversation (not just the list). If it’s still missing, check with your admin about permissions. Can I search for comments?
Yes. Comment search lives in Advanced Search. On desktop, open Quick Search with ⌘K / Ctrl K and press Enter or click Open Advanced Search. On mobile or tablet, tap the search icon near account settings. My comment sent as a text.
You were probably in Message mode. Switch to Comment (purple composer) before sending. Mentions aren’t notifying teammates.
Make sure you used @ to select teammates from the dropdown (not just typed names).
Ask teammates to check email spam/junk folders if no notification appears.