Comments
Package: BASIC
1. General
Comments in a CRM system serve several important purposes:
- Communication: They enable team members to exchange information and updates about a specific customer or sales process. This keeps everyone on the team up to date.
- Documentation: Comments help to record important interactions, decisions and developments. This is especially useful for tracking customer histories and enquiries.
- Collaboration: By adding comments, different departments or team members can collaborate effectively by sharing their thoughts and strategies on a specific customer or project.
- Feedback: Comments provide a platform for feedback, whether from colleagues or managers, which can contribute to improving processes and strategies.
- Transparency: They promote transparency within the team, since all stakeholders have the same information and can understand what has already been discussed or decided.
2. Displaying Comments
Comments are displayed in a slide-in sidebar.
After clicking on the Comments action icon (speech bubble icon), the sidebar with comments opens.
Detail View – Comments Action Icon
Comments Sidebar with Existing Comments
To close the sidebar, click the Close Sidebar action icon (arrow-right icon).
Action Icon "Close Sidebar"
3. Comment Actions
The following actions are available in the comments sidebar.
3.1. New Comment
To write a new comment, click the New Comment button in the comments sidebar.
Comments Sidebar without Comments
Comments Sidebar with Existing Comments
After clicking New Comment, the input area for a new comment is shown.
Comments Sidebar – New Comment
The following formatting options are available in the comment input area:
- Icon "A" → Line height, font colour and highlight colour
- Icon "T" → Bold, italic, strikethrough and underline
- Icon "Alignment" → Left-align, centre, right-align and justify
- Icon "Lists" → Numbered list and bullet list
- Icon "Links" → Insert link
- Icon "More options" → Select all, reset formatting and fullscreen
By entering the @-sign, you can send a mention to users and/or groups. When a mentioned user or group opens the record, this is visually indicated on the Comments icon by a red dot.
After entering @ and at least one additional character, suggestions of users/groups are already shown for selection.
After saving, the newest comment is always displayed at the top of the comment list, since comments are sorted in descending chronological order.
Comments Sidebar – New Comment Saved
3.2. Delete Comment
Each comment has a three-dot action icon in the top right corner. Clicking it opens a flyout menu with the actions:
Comments Sidebar – Comment Actions Menu
After clicking Delete, a confirmation popup is displayed. Clicking Confirm deletes the comment.
3.3. Edit Comment
After clicking Edit in the flyout menu, the comment opens in edit mode (see New Comment).
3.4. Change Tracking
After clicking Change Tracking in the flyout menu, the change history for the comment opens in the sidebar.
Comment Change Tracking
3.5. Reply to Comment
To reply to a comment, click the Reply action link below the relevant comment. The input area for a new comment is shown.
After saving, the reply is displayed indented directly below the respective comment.
Comments Sidebar – Reply to Comment
3.6. Like Comment
To like a comment, click the Like action link below the relevant comment.
When a comment is liked, its author receives a notification.
After clicking, the action link changes to Unlike. Clicking it again removes the like.
3.7. Search Comments
To search for specific comments, a search function is integrated in the comments sidebar.
Comments Sidebar – Search Icon
After clicking the Search icon (magnifying glass), the Search input field appears.
Comments Sidebar – Search Field
After entering the search term and pressing Enter, only the matching comments are shown. The search term is highlighted in colour within the comments.
Comments Sidebar – Search Executed
The search field can be hidden again by clicking the Close Comment Search icon (magnifying glass with X).