Contact Notes

Add notes to customer profiles to keep track of important information, preferences, and context across conversations.

Keep your team informed

Add notes to contacts that the entire team can see. Never lose important context again.

Add notes anytime, from anywhere

Open any contact's profile and add a note instantly. Whether you're on the conversation page or the contacts list, adding notes is just a click away.

Add notes from the contact profile pageQuick access from the conversation sidebarNotes are saved instantlyAll team members can see and add notesNotes persist across all conversationsSKSarah Kim

Add Note Enterprise customer, prefers email communication. Decision maker for their support tools.Notes are visible to all team membersMeeting Notes - Q4 Planning Discussed upcoming requirements:• Need SSO integration by end of month• Interested in custom branding options• Budget approved for 50 agent seatsAction: Send proposal by Friday

• Add notes from the contact profile page
• Quick access from the conversation sidebar
• Notes are saved instantly
• All team members can see and add notes
• Notes persist across all conversations

Format and highlight important details

Use rich text formatting to make your notes more readable. Bold important text, create lists, and highlight key information so nothing gets missed.

• Bold, italic, and underline text
• Create bulleted and numbered lists
• Add links to external resources
• Highlight important information
• Format notes for easy scanning

What to capture in contact notes

Keep track of anything that helps your team provide better support.

Meeting SummariesDocument key points from calls and meetings with customers.

Customer FeedbackRecord feedback, feature requests, and suggestions.

Follow-up RemindersNote when and why to follow up with a contact.

Account ContextCapture important details about their business and needs.

Escalation HistoryTrack previous escalations and their resolutions.

PreferencesRemember contact preferences and communication style.

Contact Notes vs Private Notes

Understand when to use each type of note.

Contact NotesPersistent notes on contact profile

Stored on the contact's profile and visible across all conversations. Use for long-term information about the customer.

Customer background and company infoMeeting summaries and key decisionsLong-term preferences and requirementsAccount health and relationship statusPrivate NotesNotes within a conversation

Added to a specific conversation thread. Only visible to agents, not the customer. Use for internal communication about an issue.

Keep your team in the loop

Never lose important context about your customers. Start adding notes to contacts and give your team the information they need.