Let a flow leave a note on the chat
Auto Flows can now write an internal comment on a conversation — the same note card your team types by hand — with anything the flow picked up folded into it, and teammates tagged so they hear about it.
Released 21 August 2026
The most useful thing a flow can do is often not to say anything to the customer at all — it is to tell your team something. Auto Flows now have an Add a comment step that leaves an internal note on the chat.
What's new
- A note only your team sees. It is the same amber note card anyone on your team types in the inbox: never sent to the customer, never uses a message window, never charged.
- Fill it in from the flow. Write
{{var.name}}into the note and it comes out filled in — an order number, a payment reference, the answer somebody gave three steps earlier. Whatever the flow already knows can be in the note waiting for whoever opens the chat. - Tag the people who need to know. Tick teammates in the step and they are alerted exactly as they would be if a colleague had mentioned them by hand.
You will find it under Actions in the Auto Flows builder.
Point it at a different chat
A flow normally leaves the note on the conversation it is already about, and set up that way it cannot fail.
Some flows do not start from a conversation at all. One started by an incoming webhook, for example, is handed the customer inside the payload rather than in a chat. For those, switch Leave it on to Another chat and say who the note is for — type the value in, or map it from the flow with {{var.…}}. A phone number, an Instagram ID or a contact ID all work.
Worth knowing
- The step tells you when it could not find the chat. Pointing a note at a value that matches nobody takes the Couldn't find that chat branch, so you can route it somewhere sensible instead of wondering where the note went. Pointing one at this conversation has no such branch — there is nothing to go wrong.
- A number that is new to you does not open a chat unless you ask it to. There is a tick-box for that on the Another chat option. Leave it off when the value arrives from somewhere you do not fully control, or a bad payload will fill your contact book with people who never messaged you.
- Notes written by a flow say so. They show as via Auto Flow rather than under anybody's name, so nobody has to guess whether a colleague wrote it.
- A teammate who has left is skipped, not a problem. If somebody tagged in the step is no longer in your workspace the note is still written — they are simply not alerted.