Comments, history & assigning people — Comment on any record (2)

Commenting automatically starts watching the record, so replies come back to you. Everyone in the workspace can comment — including read-only Viewers, whose seats are free: commenting is how a stakeholder weighs in without edit rights. You can delete your own comments; admins can delete anyone's. These threads are internal — on tables connected to email or the chat widget, the customer conversation is a separate thread and nothing here is ever shown to a customer. Comments and changes share one timeline, so the discussion sits next to the edit it was about.