Infinity3 Help Centre

Use an internal comment to leave context for colleagues alongside a customer’s messages.

Add a comment

1. Open Conversations and select the correct customer.
2. Open the channel selector in the message composer.
3. Select Internal Comment.
4. Write your note. Use an @mention to notify a relevant teammate.
5. Check that Internal Comment is still selected, then submit it.

For example: “Customer asked about changing their appointment. Please check availability before confirming.”

Who can see it?

Internal comments are for your team and are not sent to the customer. Access to the customer’s conversation still depends on each colleague’s permissions.

Use factual, useful notes and avoid recording unnecessary sensitive information.

Return to a customer reply

Select Email, SMS or the appropriate customer channel before composing your next reply. Check the selected channel each time you send.

An internal comment does not answer the customer’s question. Agree who will reply and what happens next, especially when handing a conversation to a colleague.

If you cannot find the comment option or mention the intended colleague, ask your administrator to check your access.