Add internal comments to conversations

You can now automatically add internal comments to conversations when a workflow runs in the Infinity3 Platform. Comments are posted directly to the conversation history and can include @mentions, so teams get context and instructions without sending anything to the customer.

Why it matters

Automating internal comments keeps all customer context and team communication together in one place. Teams can capture instructions, highlight next steps, and notify the right person, without creating extra manual work or risking customer contact.

• Ensure important context is recorded in the conversation history.
• Notify specific team members with @mentions so tasks are not missed.
• Provide instructions or follow up details without messaging the customer.
• Reduce manual coordination and speed up response times.

How to use it

Follow these steps in the Infinity3 Platform to add internal comments via a workflow.

1. Go to Automation, then Workflows.
2. Create a new workflow or open an existing one.
3. Add the Internal Comment action to the workflow.
4. Enter your comment and use @ to mention team members as needed.
5. Save and publish the workflow.

Comments added this way appear in the conversation history and are not sent to the customer. For example, you can automatically add instructions when a high priority lead enters a workflow and mention the assigned team member.