👤 For analysts and managers who operate collaborative processes
🔐 Available on all plans
🎯 For those who want to centralize the process record in the card and stop losing context in WhatsApp and email
When a decision about a process happens on WhatsApp, it disappears. When it happens by email, it stays out of reach of whoever joined the team later. When it happens in a meeting with no record, it does not exist for the process.
The Pipefy card solves this: everything relevant to a demand can and should be recorded inside it. Comments, email exchanges, phase movements. The card is the single point of truth about what happened with that request.
📖 What you will learn here:
Internal comment vs. email through the card: which to use in each situation?
The card offers two distinct communication channels, and understanding the difference is the first step to using them well.
Internal comment: stays in the card's Activities area, visible only to pipe members. Use it for internal team alignments: questions, observations, decisions, context that the next assignee will need.
Email through the card: stays in the card's Email tab, separate from the comments. Use it for communication with people outside the pipe: suppliers, candidates, requesters. The reply they send comes back automatically to that tab, keeping the history of the exchange linked to the demand.
Practical rule: if it is an internal team conversation, use a comment. If it is communication with someone outside the process, use the email through the card. Both are recorded in the card, in separate spaces.
How to mention someone in a comment?
When a comment needs the attention of someone specific, the mention ensures the notification arrives, without depending on the person actively following the card.
To mention:
- Open the card and access the Activities area.
- In the comment field, type @ followed by the person's username.
- Select the correct member in the list that appears and write the comment.
- Click Publish.
The mentioned person receives an email notification, as long as they have notifications active in the account preferences and in the pipe.
Note: you can only mention pipe members. If the person does not appear in the list when you type @, they have not yet been added as a member. See how to invite members in the article on user management.
How to access the card's activity history?
The activity history is the chronological record of everything that happened with a card since it was created. To access it:
- Open the card.
- On the right side, locate the Activities area.
- Scroll up to see older events in chronological order.
Published comments appear here along with the automatic process events: card creation, movement between phases, flagging as overdue. It is the complete timeline of the demand.
What is recorded automatically in the card?
Pipefy records a series of events without anyone needing to do anything. In the card's activity history, you will find:
- Card lifecycle: creation, movement between phases, completion, deletion and flagging as late or overdue.
- Comments: each published comment, with author and timestamp.
- Emails: sending and receiving emails through the card, with a record of when they were marked as read.
- Connections: when a card is connected to another card or to a database record.
Changes to card fields, such as editing a filled-in value, do not yet appear in the card's activity history. This level of traceability is planned in future product updates. For more complete audits of pipe configuration and activity, access Manage > Audit Logs inside the pipe.
Best practices for keeping processes auditable
Knowing that the history exists is not enough. The real value appears when the team adopts a culture of consistent recording. Some practices that make a difference:
Document decisions, not just questions. If there was a discussion and a conclusion was reached, record the conclusion in a comment. "Approved with a caveat: deadline extended to the 30th at the client's request" is more useful than leaving the decision only in the memory of whoever was in the meeting.
Use mentions to transfer responsibility. When a card changes hands, a comment with @ makes clear who took over and what the context is. It avoids the classic "I thought you were handling this".
Record blockers inside the card. If a demand stalled waiting for external information, a comment with the reason and the date turns a delay into a traceable record. When someone asks "why did this card sit idle?", the answer is already there.
Do not use WhatsApp or personal email for process decisions. If the decision matters to the process, it needs to be in the card. What is not recorded did not exist for the operation.
Treat the card as the official dossier of the demand. Anyone who opens that card weeks later needs to understand what happened without having to ask anyone.
Before moving on, confirm that you know:
☐ The difference between an internal comment and an email through the card: when to use each
☐ How to mention someone with @ and what needs to be active for the notification to arrive
☐ Where to access the activity history inside the card
☐ Which events Pipefy records automatically in the card
☐ How to record decisions and blockers so the process stays auditable
