Comments and mentions
Discuss work where it happens, mention a teammate, and choose per comment whether the client can see it.
Comments live on the thing they are about
Strategies, tasks, campaigns, opportunities, content, reports and meetings each have their own comments. A discussion about a redirect sits on the redirect task, not in a chat that scrolls away. Anyone who opens the task later sees the whole conversation.
Internal or client-visible, every time
When you write a comment you choose Internal or Client-visible. The box says which is selected and tells you who will see it (“Only your team will see this” for internal). Internal is the default, so you have to choose to show something to a client.
- Internal: staff only. Never in the portal.
- Client-visible: staff and the client’s portal users. Clients can reply, and staff are notified of client comments.
Mention a teammate
Type @ and a name to mention a colleague. They get a notification, either as a mention on a task or a mention in a comment. What people can open still depends on their role. See Roles and permissions.
Formatting
The comment box has bold, italic, bullet and numbered lists and links, and a Clear button. Keep comments short enough to read in a notification.
Replies and notifications
You can reply to a comment, and the person you replied to is notified. People are notified of comments on tasks they are involved in. Email for these notifications is off by default; see Notifications.
Good habits
- Write client-visible comments as if the client will read them aloud. Because they will.
- Keep the awkward conversation internal. Argue about priorities in an internal comment, then post the decision for the client.
- Use a mention rather than a chase. It leaves a record of who was asked.
Examples of the two kinds of comment
| Internal | Client-visible |
|---|---|
| “@Sam the redirect map has 40 chains. Can you check the top ten first? They carry most of the traffic.” | “We have found the redirect chains and are fixing the busiest ones first. We will confirm when they are done.” |
| “Client is nervous about the migration date. Keep the update upbeat but specific.” | “The migration is on track for the 14th. We will send a checklist the week before.” |
The internal comment carries context the client does not need. The client-visible one says what is happening and when.
Where to put what
- Decisions belong in the task or approval they affect, where they will be found.
- Questions for a colleague belong in an internal comment with a mention.
- Updates the client should see belong in a client-visible comment, short and plain.
Common questions
Is the visibility chosen per comment?
Yes. It is set when you write the comment, so check the label under the box before you post.