## Add a Comment### What Is the Add a Comment Feature?The **Add a Comment** feature in **{{brand_name}}** allows team members to add private notes or internal messages within a conversation. These comments are **visible only to your team** and **never shown to the contact**, making them perfect for internal collaboration, sharing context, and ensuring smooth handovers between agents.For example, a support agent can leave a private note like: **“Customer requested a callback tomorrow at 3 PM.”** This ensures the next team member knows exactly what to do—without sending anything to the customer.---## Configuration of Add a CommentSetting up this feature is simple and quick:### **Write Your Comment**In the configuration panel, you’ll find a text field where you can type your internal note.Write **clear and specific** comments so team members can easily understand the context of the conversation.Comments can include:- Instructions- Feedback- Progress updates- Follow-up reminders**Examples:**- “Order confirmed, waiting for dispatch update.”- “Customer might be interested in premium plan — follow up next week.”---## How It WorksWhen the workflow reaches the **Add a Comment** step, {{brand_name}} automatically attaches the note to the conversation thread.This internal comment:- Appears in the chat history **visible only to your team**- **Is not sent** to the customer or external contact- Can be viewed by any team member who handles the conversation laterThis ensures smooth internal communication, especially when multiple agents collaborate on the same support case or lead.---## Best Practices### **Keep Comments Clear and Action-Oriented**Write comments that give direct context or next steps. Avoid long or vague notes. **Example:** Instead of “Follow up later,” write **“Follow up on payment confirmation by 5 PM.”**### **Use Comments for Smooth Handoffs**When transferring a conversation to another team member or department, add a comment explaining what has been done and what’s pending. This prevents confusion and ensures smooth continuity in customer support.---## In SummaryThe **Add a Comment** feature in {{brand_name}} improves internal teamwork by allowing private, structured notes inside conversations. These comments help your team stay aligned, share context, and coordinate smoothly — all without interrupting or affecting the customer's actual chat experience.