Contact notes and history

Overview

Contact notes let you record important information about a customer that persists across all conversations. Whether it's a special shipping preference, a known technical issue, or context from a previous interaction, notes ensure that every agent on your team has the background they need to deliver fast, personalized support. Notes are attached to the contact record itself, so they remain visible regardless of which conversation you're viewing.

Adding a Note

1. Open a contact's profile by clicking on the contact name from any conversation or from the Contacts list.
2. Scroll to the Notes section of the profile.
3. Click Add Note.
4. Type your note in the text field. Be concise but include enough detail so other team members can understand the context without asking the customer to repeat themselves.
5. Save the note. It will now appear in the contact's profile for all agents to see.

Viewing Contact History

In addition to notes, each contact profile displays a complete conversation history. This timeline shows every past interaction across all channels. Live chat, email, and social. So agents can quickly review previous issues, resolutions, and communication preferences before replying.

• Conversations list: Browse all open, resolved, and pending conversations linked to the contact.
• Notes timeline: See every note added by your team, along with the author and timestamp.

Best-Practice Tips

• Be specific: Instead of writing "Customer was upset," note the reason. For example, "Customer experienced a delayed shipment on order #1234; offered 10% discount."
• Keep notes up to date: Remove or update outdated information so agents aren't acting on stale context.
• Use notes for internal context only: Notes are visible to your team, not to the customer. Use them freely for internal coordination.
• Standardize formatting: Agree on a simple format across your team (e.g., date + topic + detail) so notes are easy to scan at a glance.

Common Pitfalls

• Duplicate contacts: If a customer has more than one contact record, notes may be split between profiles. Merge duplicate contacts when possible to keep all history in one place.
• Overly vague notes: A note that says "Follow up" without context is unhelpful a week later. Always include the what and why.

Frequently Asked Questions

Can customers see the notes I add to their profile?

No. Contact notes are internal and visible only to agents and administrators on your Deskwoot account.

Is there a limit to how many notes I can add?

There is no practical limit. You can add as many notes as needed to a single contact record.

Do notes carry over when a new conversation is started?

Yes. Because notes are tied to the contact. Not to an individual conversation. They remain accessible in every future interaction with that customer.