Comments

A comment is an internal note left on a record. Comments appear in the record's Activity, where users can reply to them, react to them, mention each other and call an agent.

A comment keeps a decision on the record it is about. The reason a user gave for moving an application forward stays on the application, where the next user can read it.

Relations

• Contact — comments are left on the contact.
• Application — comments are left on the application.
• Talent Pool member: a comment on a member is saved on the contact behind it.
• Activity — comments appear in the record's activity.
• User — users can be mentioned, and you can only edit your own comments.
• Agent — your hosted agents can be mentioned. A mention calls the agent on the comment.

Writing a comment

To record why you decided something, write a comment on the record. The editor is at the bottom of the record's Activity column. Comments are internal: the contact never sees them.

1. Open the contact or the application.
2. Select Details.
3. Write in the editor under Activity.
4. Select Add Comment.

The comment appears at the top of the activity, where other users can reply and react.

Editing a comment

To change or remove a comment, edit or delete it. You can only edit and delete your own.

1. Select More actions on the comment.
2. Select Edit, change the text and select Update.

To remove one, select More actions and then Delete, and confirm on Delete comment?.

Replying to a comment

To answer another user's comment, reply to it.

1. Select the reply icon on the comment.
2. Write the reply.
3. Select Reply.

The reply appears under the comment. Select Show N replies to open a closed thread, and Hide N replies to close it again.

Reacting to a comment

To answer a comment without writing one, react to it.

1. Select the emoji icon on the comment.
2. Search for an emoji, or pick one from Smileys & people, Gestures, Hearts, Celebration or Objects & symbols.

The reaction appears under the comment with a count. Select it again to take your reaction back.

Mentioning a user

To bring a comment to a user's attention, mention them. Typing @ in a comment or a reply opens a list of the users in your company.

1. Write a comment or a reply.
2. Type @.
3. Search by name or username.
4. Select the user.

Their name is inserted into the comment.

Calling an agent

To have an agent act on a record, mention it in a comment the same way you mention a user. The picker lists your agents after the users, and the chip an agent mention leaves has a different colour than a user's.

1. Write a comment or a reply that tells the agent what to do.
2. Type @ and select the agent.
3. Post the comment.

The agent is called with the comment and does what it has been told, on the record the comment was made about.