GoHighLevel Internal Comments Guide

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GoHighLevel Internal Comments Guide

Managing internal collaboration across tools like ClickUp and your CRM can be challenging. Inside the GoHighLevel Conversations area, you can simplify teamwork by adding private internal comments and mentioning specific users on any conversation thread. These internal notes never reach the contact and are visible only to users inside your GoHighLevel account, helping your team coordinate replies, share context, and resolve issues faster.

This how-to guide walks you through every step needed to add internal comments, tag users with mentions, and confirm that your notes are kept internal and private.

What Are Internal Comments in GoHighLevel?

Internal comments in GoHighLevel are private notes you leave on a conversation that are visible only to your staff users. They are not sent to the lead or customer and do not appear on any external communication channel.

Key characteristics of internal comments:

  • They appear alongside a conversation inside the Conversations section.
  • They are visible only to users who have access to that sub-account in GoHighLevel.
  • They can include user mentions to notify specific teammates.
  • They never send SMS, email, or social messages to the contact.

Use internal comments to:

  • Ask a teammate for help on a specific conversation.
  • Document context before handing off a lead.
  • Store quick internal notes without leaving the GoHighLevel interface.

How to Access Conversations in GoHighLevel

Before you can add internal comments, you must open the correct conversation thread inside GoHighLevel.

  1. Sign in to your GoHighLevel account and make sure you are in the correct sub-account.

  2. From the left-hand menu, click the Conversations tab.

  3. Browse your list of conversations or use the search bar to find the contact whose conversation you want to comment on.

  4. Click the specific conversation to open the full thread.

Once the conversation is open, you will see the existing messages between your team and the contact, along with any prior internal comments that have been added.

How to Add Internal Comments in GoHighLevel

After opening a conversation, you can add an internal comment instead of sending a message to the contact. Follow these steps to add your note safely as an internal-only message.

Step-by-Step: Adding an Internal Comment

  1. With the conversation open in GoHighLevel, locate the message composer at the bottom of the thread.

  2. Switch the composer to Internal mode (this is usually toggled by selecting an internal comment icon or label, depending on the current interface layout).

  3. Confirm that the composer clearly shows you are writing an internal note, not a message to the contact.

  4. Type your internal comment in the text box. This can include context, questions for your team, or any details you do not want the contact to see.

  5. Click the button to submit or save the comment. The internal comment will then appear in the timeline of the conversation marked as an internal note.

Remember: Only users in your account can view this comment. The contact will not receive any notification and will never see your internal discussion.

Best Practices for Internal Comments in GoHighLevel

  • Keep comments short and clear so team members can quickly understand what is needed.
  • Use consistent tags or prefixes (for example, “FOLLOW-UP NEEDED” or “BILLING QUESTION”) to make internal notes easy to scan.
  • Avoid sensitive personal data that is not needed for the context of the conversation.

How to Mention Users in GoHighLevel Internal Comments

You can tag specific teammates in your internal comments so they receive a clear notification that action or input is required from them. This mention feature streamlines collaboration inside GoHighLevel and reduces the need for external back-and-forth messages.

Step-by-Step: Mentioning a User

  1. Open the relevant conversation inside the Conversations section of GoHighLevel.

  2. Switch the composer to create an internal comment, as described above.

  3. Type the @ symbol in the internal comment box.

  4. After typing @, a list of available users or a search field will appear.

  5. Start typing the name of the user you want to mention. Select the correct user from the list when it appears.

  6. Finish writing your internal note, providing clear instructions or context for the tagged teammate.

  7. Submit the internal comment. The mentioned user will be notified according to their GoHighLevel notification settings.

This mention feature makes it easy to assign or escalate issues without leaving the conversation view.

Tips for Effective User Mentions in GoHighLevel

  • Tag only relevant team members to avoid unnecessary notifications.
  • Use clear action language, such as “@Name please review this refund request” or “@Name can you confirm appointment details?”
  • Combine mentions with short bullet points when multiple items need review.

Verifying That Comments Stay Internal in GoHighLevel

It is important to confirm that your note is truly internal and not visible to the contact. GoHighLevel makes this distinction visually clear inside the conversation thread.

When you add a comment in internal mode, look for:

  • A label, tag, or icon indicating Internal or Private.
  • A different background color or style compared to messages that are sent to the contact.
  • No outbound channel (such as SMS, email, or social icon) shown for that comment.

If your comment appears with the same styling as customer-facing messages, double-check that you did not use the standard message composer by mistake. Always switch back to internal mode before leaving sensitive notes.

Troubleshooting Internal Comments and Mentions in GoHighLevel

If you or your team members cannot add internal comments or mentions, check the following:

  • User permissions: Confirm that the user has the appropriate role and access to the sub-account in GoHighLevel.
  • Interface changes: The layout of the Conversations page can evolve over time. Make sure you are looking for the internal comment toggle or icon in the correct area of the composer.
  • Notifications: If a mentioned user does not receive alerts, verify their notification settings inside GoHighLevel to ensure they are enabled.

For step-by-step visuals and the most up-to-date interface information, consult the official documentation provided by the platform.

Official GoHighLevel Documentation and Helpful Resources

For the original instructions and screenshots that this guide is based on, you can review the official article on the provider’s help center here:

How to Add Internal Comments & Mention Users in Conversations

If you are implementing internal comments, user mentions, and broader CRM workflows as part of a larger marketing or automation strategy, you may also find it useful to work with a specialist. For consulting, implementation help, and strategic advice around automation and CRM optimization, you can visit Consultevo.

Summary: Using GoHighLevel Internal Comments Effectively

Internal comments and user mentions inside GoHighLevel Conversations give your team a streamlined way to coordinate behind the scenes without leaving the CRM. By switching to internal mode before writing, tagging the right teammates with the @ mention feature, and verifying that notes are marked as internal, you ensure that your coordination stays private while your customers receive clear, consistent communication. Incorporate these practices into your daily workflow to keep your team aligned and your customer interactions well-documented within GoHighLevel.

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