Comments and @mentions

Why this matters

Comments are internal notes inside a record (applicant, case, quote, etc.) that only the practice team sees. They're for discussing strategy, flagging observations for a colleague, asking a second opinion on a difficult case, or logging a client conversation that didn't end up in an email.

Unlike the activity timeline (which is automatic), comments are written by you. Unlike emails (which clients see), comments are private to the team.

Create a comment

1. Open any record (applicant, case, etc.) → Comments tab.
2. Type your message in the text field.
3. Optionally, attach a file (clip icon).
4. Post.

The comment appears in the list with your name, date, and time.

Mention a colleague with @

To make sure a colleague sees your comment, mention them:

1. In the body of the comment, type @ and start typing their name.
2. Pick from autocomplete.
3. Finish the comment and Post.

The mentioned person gets a notification (in the notifications bell and by email, if they have that option on) with a direct link to the comment.

Useful for assigning pending items ("@Maria please review the PR documentation"), asking approval ("@Carlos shall we proceed with the quote?"), or sharing context ("@team: client changed their mind about the program").

Reply to a comment

Some views let you reply to a specific comment (thread). If it's enabled in your install:

1. Hover over the comment → Reply icon.
2. Type your reply.
3. Post.

The reply is visually nested under the original.

Edit and delete your comments

• Edit: hover over your comment → Edit icon. You can only edit your own comments.
• Delete: same place, Delete icon. Once deleted, it's not recoverable.

An administrator can delete other people's comments if they're inappropriate, but this is rare.

Comments vs. emails vs. activity timeline

For…	Use
Talking to the client	Email
Talking to your team about the client	Comment
Seeing who changed what	Activity timeline

Watch out for

• The client doesn't see comments, but the system does store them. In jurisdictions with personal data access rights (PIPEDA in Canada, LGPD in Mexico), a client can request a copy of the personal data you hold about them. Comments may fall in that bundle. Write accordingly.
• @mentions notify. Mentioning the whole team in a comment without context fills their notification inbox. Be selective.
• Don't use comments as a substitute for tasks. If you need someone to do something, assign a task on the case. Comments are for discussion, not workflow.

Where to next

• Activity timeline — automatic change audit.
• In Part 3 (Communication), the chat module for real-time conversation between team members.