Contact notes and history

Contact notes let you record important information about a customer that persists across all their conversations. Use them to track preferences, account details, or anything your team should know when interacting with this person.

Adding a note

Open a contact's profile from the Contacts page or from the sidebar in any of their conversations. Scroll to the Notes section and click 'Add Note'. Write your note and save it. Notes are timestamped and show which agent created them.

Viewing notes in conversations

When an agent opens a conversation, the contact's profile is shown in the right sidebar. All notes associated with that contact are visible there, giving your agent immediate context without having to navigate away from the conversation.

Editing and deleting

Click on any existing note to edit it or click the delete icon to remove it. Only the agent who created the note or an administrator can delete notes. Edits are reflected immediately across all views.

Best practices

Use contact notes for persistent customer context: subscription plan, preferred language, key decision makers, past issues that required escalation, or special agreements. Avoid duplicating information that is already captured in custom attributes or conversation history.