Add internal comments and @mention teammates

Sometimes you need to leave a note on a conversation — for yourself, for the next agent, or for a specific teammate you want to pull in. Comments are how you do it. Customers never see them.

When to use a comment

• Quick context for the next agent: “waiting on engineering ticket #1234”
• Tagging a colleague: “@Mary do you remember handling this customer’s setup?”
• Marking your own progress: “tried fix A, didn’t work — moving to fix B”
• Recording an offline action: “called the customer, voicemail left”

If you’d send a Slack DM about it, consider whether a comment fits better — comments stay attached to the conversation forever, where Slack messages drift away.

When NOT to use a comment

• For the customer — that’s a reply
• For someone outside Atender (vendor, engineering channel) — that’s a side conversation
• For permanent reference docs — that’s the Knowledge Base

Steps

1. Open the conversation.
2. Open the Comments panel from the right rail.
3. Click into the comment composer at the bottom of the panel.
4. Type your comment. To mention a teammate, type @ and start typing their name — pick from the dropdown. To insert a snippet, type !! and pick from the snippet picker.
5. Click Post comment (or press the keyboard shortcut shown next to the button).

The comment appears in the Comments panel. If you @mentioned someone, they get a notification.

@mentions — getting attention

Typing @ opens an autocomplete picker of users on your tenant. Pick a person and the comment notifies them.

Notifications go through whatever notification channels each user has configured (in-app, email, push). The mentioned user can click the notification and land directly on the conversation with the comment highlighted.

Mention multiple people in one comment to broadcast to several teammates at once.

Threaded replies

Comments thread — anyone can reply to a specific comment, keeping a back-and-forth tied to its starting point. The Comments panel groups replies under their parent so the conversation about a comment stays organized.

Snippets in comments

Type !! in the comment composer to open the snippet picker. Pick a snippet and its content inserts into the comment. Useful for repetitive internal patterns (“escalated to engineering, ticket #__”). See Snippets.

Verify it worked

• The comment appears in the Comments panel, attributed to you, with a timestamp
• If you @mentioned someone, that user sees a notification
• The customer sees nothing — comments do not appear in the customer’s email, chat, or any external channel

Comments and engagement

Internal comments don’t change the conversation’s engagement state. A comment from one agent to another is invisible to the engagement computation — the ball stays in whoever’s court it was already in. See Engagement state.

Troubleshooting

• Symptom: I typed @ but no autocomplete appeared. Fix: Confirm you’re in the Comments panel composer, not the customer reply composer. The reply composer doesn’t @mention teammates — for that, use comments.

• Symptom: A teammate I mentioned says they didn’t get a notification. Fix: Check their notification settings (Profile → Notifications). They may have @mention notifications muted or routed to a channel they’re not watching.