Aesthetix CRM gives your team two private ways to coordinate inside the Inbox: internal comments with @mentions on a patient conversation, and internal chat threads that stand on their own. Both stay completely hidden from patients, so you can hand off cases, ask questions, and align on next steps without anything reaching the person on the other end of the conversation.
Internal comments are not the same as internal chat. Internal comments live on a specific patient thread. Internal chat is a separate, team-only messaging space.
Internal comments are private notes you add to a patient's conversation thread. They are never sent to or seen by the patient. When you type @ and select a teammate, that person is mentioned and can be notified to review or act, keeping handoffs tight and the context in one place.
Private collaboration: Keep sensitive notes and decisions out of the patient's view.
Targeted notifications: @mention the right coordinator or provider to get timely eyes on the thread.
Faster handoffs: Pass along context and next steps without leaving the conversation.
Searchable context: Retrieve internal notes with filters to speed up quality checks and audits.
Sign in to your Aesthetix CRM account.
Click the Inbox tab.
Open the conversation you want to add the internal comment to by clicking on it.
Switch to Internal Comment using the channel switcher button.
Type your comment and, if needed, tag teammates by entering @.
Your draft auto-saves and stays put when you switch channels, collapse or expand the composer, or move between conversations.
Click Send to post the comment, which is visible only to your internal team.
Click the Quick Filters button.
Under the Mentions filter, select Mentions of Me and click Apply to see conversations where you are mentioned.
Or select Mentions of a Specific User, choose the user from the list, and click Apply to see conversations where that person is mentioned.
To see all internal comments in a conversation, click the Filters button and apply the Internal Comments filter.
Internal chat lets team members message each other privately inside the Inbox, separate from any patient conversation. It keeps team discussion in the same platform where patient interactions happen, so there is no need to hop over to a separate app for quick coordination.
Once internal chat is enabled, a panel appears on the left side of the Inbox with two areas:
Team Inbox: Shows conversations based on your access level. Team members with access to only their assigned data see conversations where they are the contact owner or a follower. Admins with full access see all conversations.
My Inbox: A personalized space with Assigned to Me (conversations where you are the contact owner) and Internal Chat (private threads where you are a participant).
Open the Inbox, click New, and select the Internal Chat option.
Choose the team members you want to add and click Start Chat to begin the conversation.
Send text messages, emojis, and attachments in the internal chat.
To keep threads organized, add a subject by clicking the edit icon in the top center panel. Once a subject is added, you can search internal chats by subject, participant names, or the last message sent.
Open the internal chat and click Add Users in the right panel.
Select the team members to add and click Next. Choose whether they should see previous chat history, then click Confirm. Once added, users cannot be removed from the chat.
Make sure your notification settings are on so you get alerted when you are mentioned or when there are new messages in relevant conversations. Go to Settings, then My Profile, then Notifications to enable them. For internal chat, you can choose to be notified for every message in chats you are part of, or only when you are added to a new chat.
HIPAA note: Internal comments and internal chat are a HIPAA-safe way to coordinate care because they stay inside your covered Aesthetix CRM account and are never exposed to the patient. When a comment sits on a patient thread it may reference protected health information, so keep discussion inside the platform, mention only team members who need it, and never copy patient details into outside tools like personal texting or unsecured email.
Can patients ever see internal comments or internal chats? No. Both are private to your team and are never sent to or visible by the patient.
Are internal comment drafts saved automatically? Yes. Drafts auto-save and persist when you switch channels, collapse or expand the composer, or move between conversations.
Do @mentions send an email or only an in-app alert? It depends on each user's notification preferences. Ask teammates to review Settings > My Profile > Notifications.
Can I edit or delete an internal comment after posting? No. Internal comments cannot be edited or deleted once posted, so review before you send.
Do internal comments support attachments? No. Attachments are not supported in internal comments. Use internal chat when you need to share a file with your team.
Who can start and join an internal chat? Any team member with access to the Inbox can start an internal chat, and only the team members added to a chat can view it. Others cannot see it unless they are explicitly added.
Does internal chat cost anything? No. Internal chat is native to Aesthetix CRM and does not incur any messaging cost.
Can I find internal comments later? Yes. Use Filters > Internal Comments to view them, and Filters > Mentions of Me to find items directed at you.
