Daily use

Comments and @ mentions on records

Talk with your team inside a record: reply in a thread, react, tag colleagues with @, resolve discussions and turn a comment into a task.

Every record (contact, company, opportunity, ticket and so on) has a Comments section, below the activity timeline. It is where the team talks about that customer or that deal, kept separate from activities and tasks.

Commenting

Write in the comment field and click "Comment".
The comment appears with your name and the time, in chronological order.
To remove one of your comments, use "Delete" (administrators can remove any of them).

💡 Pin (📌): click the pin on a comment to keep it at the top of the conversation. It is ideal for an important instruction or a summary everyone needs to see. Click it again to unpin.

💡 Attaching files: use "📎 Attach" in the comment field to upload files (a contract, a screenshot, a spreadsheet). They stay linked to that comment and appear as download links, separate from the attachments in the record's "Files" panel.

Mentioning a colleague (@)

Type @ and start writing a name: a list of colleagues appears. Pick one to mention them. The person mentioned gets a notification (in the bell) with a direct link to the record.

Example: "@Ana Souza can you take this follow-up? The customer asked for an answer by Friday." → Ana gets the notification right away.

💡 A mention only notifies active colleagues. Comments respect access: whoever can see the record sees its comments.

Replying in a thread

Use "↩ Reply" on a comment to answer it directly: the reply appears indented, grouped with the original comment, keeping the conversation tidy. The comment's author is notified of the reply.

Reacting

Hover over "☺+" and pick an emoji (👍 ❤️ 🎉 ✅ 👀 🙏) to react to a comment without writing anything. Click your reaction again to remove it. Reactions appear grouped with a count.

Comment type

When you comment, pick the type: 💬 Comment, ❓ Question, ✅ Decision or ⏳ Pending. The type shows up as a label and helps the team filter later (for example, finding every decision made on that deal).

Resolving a discussion

When a point is settled, mark the comment as resolved (✔). It dims and carries the "Resolved" badge. Reopen it (↩) if it comes back up. This is ideal for questions and pending items.

Turning it into a task

Use "✚" on a comment to turn it into an assignable task (or follow-up) without losing the context: the task is created linked to the record and to the comment it came from.

Following or muting

At the top of the section, "🔕 Follow" makes you receive notifications about new comments on that record, even when you are not mentioned. Anyone who comments starts following automatically. Use "🔇 Mute" to stop getting alerts from that discussion without unfollowing it.

Summarizing the discussion with AI

When the conversation gets long, use "✨ Summarize" at the top of the section: the AI reads the comments and returns a short summary with key points, decisions, open questions and next steps. The summary is based only on what is written, it invents nothing. It requires the Collaboration module to be on.

The Discussions page

In the Collaboration menu, "Discussions" brings together, in one place, your open mentions, the unresolved discussions (questions and pending items) and a shortcut to pending approvals. It is your daily starting point for not missing anything that needs an answer.

Deal team (war room)

On the opportunity or the account, the "Deal team" panel gathers the colleagues working that deal beyond the owner: co-owner, SDR, pre-sales, CSM, executive sponsor. Every member you add gets a notification. Together with the Comments and the unified timeline on the same screen, it forms the deal's war room. It is different from the Buying committee, which gathers the contacts on the customer's side.

💡 Turn the module on under Settings → Collaboration to enable the unified timeline, followers, the AI summary and the Discussions page.

💡 Would you rather have a digest than loose emails? Under Settings → Notifications, the "Email digest" can be Daily or Weekly: you get a single email with the period's unread notifications (mentions, new comments on records you follow and so on). Default: off.

External identities (portals)

Under Settings → Collaboration, "External identities" is the single register of the outside people who take part in your portals (partners, suppliers, customers, delivery). Use "Sync all" to import from partners (their email allowlist) and suppliers (their contact email). You can revoke an identity's access at any time. It is the foundation for controlled external comments.

Controlled external comments

Every comment has an audience: internal (team only, the default) or 🌐 external (visible to the external participant in the portal). Tick "Visible in portal" when you comment, or use the 🌐/🔒 button on a comment to switch it. Your internal notes never leak. When the external participant replies, the record's internal followers are notified.

In the SUPPLIER portal (a signed link), the supplier sees a "Conversation with the team" carrying the comments marked as external on their company record, and can answer right there, a channel that did not exist before. Access uses the same secure portal link; regenerating the link cuts access off. In the partner and customer portals, the conversation already happens through their own channels (deal registration and ticket replies).

Open this article inside the system →