Internal Comments
Collaborate without the client seeing it
Add internal notes and comments in the conversations. Only visible to your team, never to the client.
What are internal comments used for?
Internal comments are notes you can add to any conversation that only your team can see. The client will never see them because they are not WhatsApp Web messages; they are annotations within WAzion.
They are ideal for providing context to colleagues, documenting decisions, or remembering important information about the client.
How they look
Customer: When will my order arrive?
This client has already complained twice. Check carefully.
— Francisco, 10:32
The customer says that if they complain again, they will cancel the order.
— Victoria, 11:45
Agent: Let me check the status...
Each agent has their own color. Only the team can see the comments; the client cannot.
Use cases
Shift changes
The customer wants the blue one but there is no stock. I promised to call him tomorrow.
Internal alerts
Problematic client“ or “VIP, prioritize“ - Information the team needs to know.
Document decisions
I approved a refund exception for being a frequent customer - Record of why a decision was made.
Examples of useful comments
Order context
"Order #4521 delayed due to supplier issue. Updated ETA: Friday."
Customer preferences
"He prefers to be called, he doesn’t like long messages."
Escalation
"Escalated to supervisor. Awaiting approval for 15% discount."
Pending follow-up
"I agreed to send him the summer catalog when it is available (March)."
Frequently Asked Questions
Can the client see the comments?
No. Internal comments are only visible within WAzion. They are never sent to WhatsApp Business or the customer.
Can I edit or delete a comment?
Only if you wrote it yourself and within the first 10 minutes after publishing it.
Are they included in the conversation summary?
Yes. The AI takes internal comments into account when generating summaries and response suggestions.
Can I mention colleagues?
For now, there is no mention system, but the comment remains visible to the entire team with access to that conversation.
Is there a comment limit?
No. You can add as many comments as you need in each conversation.
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