Overview

This guide shows you how to add internal comments and tag teammates inside the Conversations window in a contact in GROW. Internal comments let your team collaborate behind the scenes without sending a message to the client. Mentioning teammates ensures they get notified when you need their input.

Prerequisites

Before you begin:

• You must have access to Contacts tab in GROW
• Your team members must be added as users in the same location
• You must be working inside an active conversation thread

Step 1: Open a Contact

1. Click Contacts from the left-hand menu.

   

2. Open a Contact

   

Step 2: Click the internal comment icon

1. Above the message reply box, click “Internal Comment” to switch into internal comment mode.

   

2. The background of the input field will change to yellow, indicating you're leaving an internal comment instead of a message to the contact.

   

Tip: Internal comments are only visible to your team — they will not be sent to the client.

Step 3: Tag a teammate using @mention

1. In the comment box, type the @ symbol, followed by the team member’s name.

2. Select their name from the dropdown that appears.

3. Finish your message and click Send.

   

This sends them a notification, so they know to jump into the conversation.

Tip: Use internal comments to assign follow-ups, flag tricky questions, or add client context for your team.

Expected outcome

Your internal note will appear in the thread with a yellow background, clearly marked as a comment. If you tagged a teammate, they’ll get a notification and can reply right inside the conversation.

Troubleshooting / FAQs

Q: Where can the staff member see the internal comment if mentioned?

A: By clicking on the Bell button on the upper right hand corner of the window.

Q: Can clients see internal comments?

A: No. Internal comments are only visible to logged-in users on your team.

Q: Can I edit or delete an internal comment after posting?

A: Not at this time. Once posted, internal comments can’t be edited or deleted.

Q: Why can’t I find a teammate when typing @?

A: Make sure they’re a user in the same location and have access to the Conversations tab.

Still need help?

Reach out to our support team via [email protected]