Collaborating on Contacts With Comments and Mentions

A comment is a private note your team leaves on a contact, so everyone working a lead can see the same context. It matters because the details that win a job, like "customer only answers after 5pm" or "this is a referral from the Johnson job," usually live in one person's head. Comments put them where the whole team can find them, right on the contact, without the customer ever seeing them. This guide covers where comments live, how to write one, how to pull in a teammate, and the extras like reactions and file attachments.

What Comments Are (and What They Are Not)

Comments are for your team, not your customer. They sit on the contact alongside everything else Alivo tracks, but they are separate from the conversation thread that holds the texts, calls, and emails going back and forth with the homeowner.

• Comments are internal. Only your team sees them. Nothing you write in a comment is ever sent to the customer.
• The conversation thread is the customer. That is where real messages to and from the homeowner live. Keep the two straight: talk to the customer in the thread, talk about the customer in comments.

Keep in mind: If you want to say something the customer should read, use the reply box in the conversation, not a comment. A comment never leaves your team.

Where to Find Comments

Open any contact from your Audience page. In the panel that opens, you will find a Comments section headed "Discuss this contact with your team." That is the home for everything below. If there is nothing there yet, it will invite you to start the discussion.

Leaving a Comment

Type your note in the box at the bottom of the Comments section and send it. Your comment is stamped with your name and the time, and it appears in the running list so the next person picks up right where you left off.

• Post it. Write your note and press Enter, or use the send button.
• Fix a typo. You can edit your own comments after posting. An edited note is marked so the team knows it changed.
• Remove one. You can delete your own comments if they are no longer needed.

Mentioning a Teammate

When you need a specific person to see something, mention them. Type the "@" symbol and start typing a name, then pick your teammate from the list that pops up. Their name gets highlighted in the comment, and Alivo notifies them that they were mentioned.

This is how you hand off a lead or ask a question without leaving Alivo. Mention the rep who owns the job and ask them to call back tonight, or tag a manager on a deal that needs a decision.

Good to know: Whether a mention reaches someone by text, by email, or both depends on their own notification settings. The alert is called "Audience Comment Mention." See "How to Set Up Notification Preferences in Alivo" to choose how you get mentioned.

Reactions and Attachments

Two extras make comments quicker to work with.

React With an Emoji

Instead of writing "got it" or "nice," you can react to a comment with an emoji. Hover over the comment and pick a reaction. It is a fast way to acknowledge a note or give a thumbs up without adding another line to the thread.

Attach a File

You can attach files to a comment, which is useful for sharing a photo, an estimate, or a document with your team where it belongs, on the contact. A few limits keep things tidy:

Images and videos show a preview right in the comment, and other files show up as a tidy download link.

When to Reach for Comments

Comments shine any time more than one person touches a lead. A few common uses:

• Leave context for the next rep. Note the gate code, the dog, or the best time to call, so nobody starts from scratch.
• Flag a lead for a manager. Mention them on a deal that needs approval or a save.
• Share proof. Drop in a before photo or a signed estimate so it lives on the contact, not in someone's texts.

Because every call, text, and booking Alivo handles already lands on the contact, adding your team's own notes there keeps the full story of a lead in one place. The takeaway is simple: talk to the customer in the conversation, and talk to your team in the comments, so the right people always have the context they need.

Still have a question this didn't answer? Reach out to our support team support@alivo.ai and we'll be glad to help.