Collaborating with your team using comments

Comments let your team have threaded conversations directly on customer profiles. You can use comments to discuss renewal strategies, flag support issues, and align on next steps without leaving ChartMogul.

Open threads stay pinned to the top of the Activity and Revenue tabs so they’re visible to anyone who visits the customer profile. Once resolved, threads move to the activity feed.

You'll need to be an Owner, Admin, Staff, or CRM-only team member in ChartMogul to post comments.

Composite screenshot showing a thread of comments where team members discuss a problem with a customer highlighting options to resolve the thread, delete it, and edit a comment.

Here’s what we cover in this article:

When to use comments

Comments are best for things that need a conversation with the rest of the team, especially when something requires urgent attention.

A few examples of how SaaS teams might use them:

  • Discuss strategy ahead of a renewal or expansion conversation.
  • Coordinate on a billing issue that involves both finance and support.
  • Ask a team member to verify enrichment data that looks off.
  • Hand over a key account when the owner goes on leave.
  • Flag a customer who’s gone quiet and decide who reaches out.
  • Discuss whether to offer a discount to save an at-risk renewal.

When the discussion wraps up, resolve the thread. It moves into the activity feed with the rest of the customer’s history.

Comments differ from notes and call logs:

  • Notes are best for things you want to document but don’t need to discuss. Use them for context like “Customer prefers monthly invoicing” or a quick recap of an internal decision. Notes appear directly in the activity feed and can’t be replied to.
  • Call logs are notes specifically for documenting customer calls, with a field for the call duration.
  • Comments are for active discussions. Threads stay pinned at the top until resolved, and team members can reply and react.

Updating your name and profile picture

Your name and profile picture appear on every comment you post so that teammates can see who’s contributing to a thread. By default, ChartMogul displays your initials on a colored background until you upload a photo.

To upload a photo and update your name:

  1. Open the Profile menu and click your name to go to the Your Profile page.
  2. In the Essentials section, click the profile picture to browse your disk and upload an image. The image must be a JPG or PNG, up to 5 MB.
  3. Edit your Name.
  4. Click UPDATE to save your changes.

Screenshot of the Essentials section of the Your Profile page with options to change the profile picture, name, and email.

Starting a thread

To start a new comment thread on a customer profile:

  1. Go to Customers and select a customer to view their profile.
  2. On the Activity tab, click the Comment icon.
  3. Type your comment in the field.
  4. Click the upward arrow icon or press Enter to post it.

Screenshot of the Activity tab of a customer profile highlighting the Comment icon and the field for adding a new comment.

The thread appears at the top of both the Activity and Revenue tabs, so anyone who opens the customer profile sees it. You can start multiple threads on the same customer profile—the newest one sits at the top.

Replying in a thread

To reply within an existing thread, type your message in the field at the bottom of the thread, and click the upward arrow button or press Enter.

Reacting to a comment

Click the Reactions icon (visible on hover) on a comment to open the emoji picker, then select an emoji to react. Reactions are grouped by emoji, with a count for each. You can add multiple reactions to the same comment.

Mentioning a team member

Type @ and select or type a team member’s name to mention them. Mentioned team members receive an email notification.

Editing a comment

To edit a comment you’ve posted:

  1. Click the More actions icon (visible on hover).
  2. Select Edit.
  3. Update the text.
  4. Click the checkmark icon to save your changes, or the X icon to discard them.

Edited comments are marked as (edited).

Resolving a thread

When the discussion is wrapped up, click the Resolve icon (visible on hover) to mark the thread as resolved. The thread moves out of the pinned area and into the activity feed.

Screenshot of a thread highlighting the Resolve icon.

To reopen a resolved thread, find it in the feed and click the Reopen icon (visible on hover).

Viewing long threads

Threads with five or more comments are automatically collapsed. Click the Expand icon (visible on hover) on the first comment or Show X replies to expand the thread and see all comments.

Screenshot of a collapsed thread showing the placement of the Expand icon and collapsed replies.

To collapse a thread with five or more comments, click the Collapse icon (visible on hover) on the first comment.

Deleting a comment or thread

Deleting a comment or thread cannot be undone.

Owners and Admins can delete any comment or thread. Other roles can only delete the comments and threads they posted.

To delete a single comment:

  1. Click the More actions icon (visible on hover) on the comment.
  2. Select Delete.
  3. Confirm by clicking DELETE.

To delete an entire thread with all its comments:

  1. Click the More actions icon (visible on hover) on the first comment in the thread.
  2. Select Delete thread.
  3. Confirm by clicking DELETE.

Screenshot of a thread showing the More icons drop-down with two options: Delete and Delete thread.

Next steps

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