Comments and mentions

Komentarze pozwalają rozmawiać o rekordzie w miejscu, którego dotyczą. Wzmianka oznaczeniem @ wzywa konkretną osobę, a rozmowa zostaje przy sprawie na zawsze.

A conversation at the record

A comment is a note or a message pinned directly to a record: to a ticket, a contract, a project. Instead of writing about a matter in an e-mail or a chat, where the content is lost, you write at the matter itself. Thanks to this, anyone who opens the record sees its whole conversation history in one place.

Comments have a fixed place: the Comments tab in the form's side panel. They are ordered in time: the newest join the thread and the older ones remain, so you can see what was agreed and when.

A mention calls a specific person

If you want a specific person to see a comment, tag it with a mention by typing @ and choosing the person. The tagged person will get a notification and go straight to that record. This is the difference between "I wrote something, maybe someone will read it" and "I asked a specific person to respond".

A mention notifies the tagged person, provided they belong to this company.
You can tag a person or a role, so you call "the matter owner" without having to know who it currently is.
A mention grants no access. If someone has no right to see a record, tagging alone will not open it for them.

Example. You finish a quote and want your supervisor's approval. In a comment you write "@Anna Nowak please approve, the amount and scope agreed with the client". Anna gets a notification, opens the record, and sees exactly what you are asking for.

Uses of comments

Agreements: what was agreed, why such a decision was made.
Requests: asking someone for a step, with a mention.
Context for the next person: a note that will save questions when someone else takes over the matter.

Practices not recommended in comments

Do not keep in a comment data that is a field. A deadline, an amount, a status belong to the record's fields, because that is where they are filtered and counted. A comment is a conversation, not a place for data.
Do not count on a comment to replace a task. If something is to happen in a process, a mention will remind, but it is the task in the process that ensures the step is done.

Permanence

Comments stay at the record permanently and are part of its history. So write in a way that makes a note understandable half a year from now to someone who did not take part in the conversation.