Internal comments and mentions

Overview

Internal comments are private notes on a thread, visible to your team and never sent to the customer. Use them to add context, hand a conversation off, or discuss a reply before you send it.

Add a comment

On any thread, switch to the Comment tab in the reply bar (or press N), write your note, and submit with Cmd/Ctrl + Enter. Comments support rich text, and you can edit or delete your own afterward. They stay inside Productlane and are never delivered to the customer.

Mention a teammate

Type @ in a comment to bring up your workspace members, then pick the person you want to loop in. Mentioned teammates are notified based on their personal notification settings, so a hand-off reaches them in email or Slack without you leaving the thread.

When to use a comment instead of a reply

• Flag something for a colleague before anyone responds to the customer.

• Record internal context (account history, what you tried, who owns the fix).

• Hand the thread to the right person with an @ mention.

Replies go to the customer; comments stay with your team. Switch back to the reply tab with R when you are ready to respond.