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Hoop provides two ways for your team to communicate privately within Conversations: Internal Comments (notes attached to a contact’s conversation thread) and Internal Chat (a separate private messaging thread with team members). Neither is visible to contacts.

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Internal comments

Internal Comments appear inside a contact’s conversation timeline as private notes. Use them to share context, request peer review, or document important updates for anyone who handles that contact.
Internal comments channel

Internal Comments channel selector

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Adding an internal comment

1

Open the contact's conversation

Navigate to Conversations and open the contact you want to comment on.
2

Select the Internal Comments channel

Click the Internal Comments tab in the message composer area.
Internal comments compose

Internal comments compose area

3

Write your comment

Type your note. To tag a team member, type @ followed by their name. Mentioning someone:
  • Adds them as a conversation follower.
  • Grants them access to the contact and conversation, even if they have restricted data access rights.
Internal comments tag

Tagging a team member with @mention

4

Save or clear

Click the save icon to post the comment, or the clear icon to discard it.

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Notifications

Tagged team members receive a notification when the comment is posted. You will also receive notifications for any conversation where you have been mentioned.

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Finding conversations with internal comments

  • Mentions filter — use the Quick Filter for Mentions to find conversations where you or a specific team member was tagged.
  • Internal Comments filter — inside a conversation, apply the Internal Comments filter to view only the private notes in the thread, making it easy to navigate internal history.

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Internal chat

Internal Chat is a private messaging thread between team members — entirely separate from any contact conversation. It is only visible to the participants you select.

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Starting an internal chat

1

Click the new message icon

In Conversations, click the + (bubble) icon.
New internal chat

New conversation button

2

Select Message Teammates

Choose Message Teammates from the options.
Select teammates

Message teammates option

3

Choose participants

Select one or more team members, then click Create Internal Chat.
Create internal chat

Create internal chat

4

Send messages

Type your message, add emojis or file attachments, then press Send. Internal chats support text, emojis, and file attachments.

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Organizing internal chats

Adding a subject line:
1

Open the participants panel

Click the participants icon to the left of the chat.
2

Add a subject

Click the pencil icon, enter a subject, then click Save. You can then search for the chat by subject, participant name, or last message.
Adding users to an existing chat:
1

Click the participants icon

Open the chat, click the participants icon, then click the + Add button.
2

Select new members

Choose the team members to add, then click Next.
3

Set history access

Choose whether new participants get full access or no access to prior chat history, then click Confirm.
Once added, users cannot be removed from an internal chat.

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Notification preferences

Customize how you are notified about internal messages: Go to Settings → My Profile → Notifications and choose:
  • Notifications for every message in internal chats you participate in.
  • Notifications only when you are added to a new internal chat.
Last modified on March 4, 2026