Add a Comment

Add a Comment

What Is the Add a Comment Feature?

The Add a Comment feature in TrioChat 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.

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Configuration of Add a Comment

Setting 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.”

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How It Works

When the workflow reaches the Add a Comment step, Triochat 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 later

This ensures smooth internal communication, especially when multiple agents collaborate on the same support case or lead.

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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.

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In Summary

The Add a Comment feature in Triochat 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.