How to use internal elements

In Collect, you can mark any element—such as a document, form, or task—as internal. Internal elements are only visible to team members, not to your contacts. This is helpful for keeping internal notes, reference files, or administrative actions within a request without exposing them to clients.

What is an internal element?

An internal element is a request item that:

• Can be any type (document, form, etc.)
• Is only visible to your team
• Is hidden from the contact's portal view
  This feature is ideal for tracking information relevant to your team, like internal documents, instructions, or case-related files that shouldn’t be shared with the customer.

How to mark an element as internal

Step-by-step:

• In your campaign builder, select the element you want to mark as internal.
• Click Edit, then open the Settings (top right of the element block).

• In the settings menu, find and enable the Internal element option.

Once this setting is enabled:

• The element will not appear on the customer portal.
• Team members will still see and manage the element in the request detail page.

Use cases for internal elements

• Storing documents related to internal approvals or compliance
• Keeping private team notes on a client’s request
• Managing background steps in an onboarding process

Updated on: 27/06/2025