Workflows Can Now Add Internal Comments to Conversations

TL;DR

Workflows can now automatically add internal comments to conversations, including @mentions for team members. No immediate action required unless you want to automate internal communication.

Who this affects

HighLevel has not confirmed who is affected. Given it's a workflow action, it likely affects agency owners and SaaS entrepreneurs who utilize GoHighLevel's automation features for managing client communications or internal processes.

What changed

A new 'Add Internal Comment' workflow action was introduced. Internal comments can now be automatically posted to conversations when a workflow runs. Team members can be @mentioned directly within the automated internal comment.

HighLevel has not confirmed any limits or plan gating, nor has it confirmed the rollout status.

Where to find it

This new feature is located within Automation -> Workflows. When editing a workflow, look for the new 'Add Internal Comment' option among the available workflow actions.

How agencies will use this

An agency might use this to streamline internal communication regarding lead statuses or client issues. For example, if a contact fills out a 'Support Request' form (workflow trigger), the agency can set up a workflow to automatically add an internal comment to that contact's conversation. This comment could say something like, "@SupportTeam New support request received. Please review within 2 hours." This immediately flags the relevant team in their conversations view without manual intervention, ensuring a faster response time and clear internal handoff for new support tickets or urgent client needs.

Our take

This is a standard, minor update. It adds a useful, though not revolutionary, capability to HighLevel's workflow builder. While not a "must-implement-today" feature, it offers a solid improvement for agencies looking to tighten up internal communication flows around specific contact activities. It's a quality-of-life update that enables more robust internal process automation without significant impact on overall agency operations if not adopted.