AI Agent Action: Add comments

AI Agents can add internal comments in a conversation to share context with your team—like quick summaries, key details, or escalation reasons—so human agents don’t need to read the entire chat history.

Comments can also include @mentions to notify specific workspace users (team mentions and AI Agent mentions aren’t supported). For example:

- If you escalate to a human agent, add an internal comment summarizing the issue, what’s been done, and tag @Jane Doe.
- Then assign the conversation to @Support Team.

When to use

Use this action when you want AI Agent to:

• Leave a handoff note before assigning/escalating to a human agent

• Flag important details (e.g., intent, urgency, requirements)

• Tag a teammate when certain conditions are met

Best practices

• Keep comments short and scannable (e.g., intent + context + recommended next step).

• Be explicit about when the comment should be added (e.g., “before assigning”, “when the customer requests a human”, “when the issue is urgent”).

• If you want a teammate notified, @mention the exact workspace user.

• In Reports, AI Agent comments are tracked like user comments. Where available, the comment will appear under the AI Agent’s name rather than a human user.

Limitations

• AI Agents can only @mention workspace users in comments. They can’t @mention teams or other AI Agents yet, so always tag a specific person if you need someone’s attention.

• AI Agent internal comments are limited to 2,000 characters.