Why it matters
Contact Notes allow your team to capture and share important internal context about a contact. They help teammates understand history, preferences, or important details when engaging with a contact, regardless of who is messaging them or which channel is used.
Contact Notes are fully internal. They are visible to other users in your organization but are never visible to the contact.
Contact Notes persist across all conversations with a contact. This makes them different from Conversation Notes, which apply only to a single conversation.
Contact Notes are distinct and separate from Conversation Notes.
Contact Notes are specific to a contact, but persist across all of the conversation that the Contact is in.
Conversation Notes are specific to the one conversation.
Key Concepts
Contact Note: An internal note attached to a contact profile. Contact Notes persist across all conversations and channels for that contact and are visible to all users in your organization.
Conversation Note: An internal note added within a single conversation only. Conversation Notes do not persist across conversations.
Contact Profile Panel: A side panel that displays a contact’s details, actions, tags, lists, notes, and activity.
Internal Visibility: Contact Notes are visible to teammates in your organization but never visible to the contact.
Step-by-Step: View Contact Notes
Open the Omnichannel Inbox.
Open a conversation with the contact.
Click the contact icon in the right-hand sidebar to open the Contact Profile Panel.
Scroll to the Notes section.
All Contact Notes for the contact appear here and are visible to other users in your organization.
Step-by-Step: Add a Contact Note
Contact Notes can be added only from within a conversation.
Open the Omnichannel Inbox.
Open a conversation with the contact you want to add a note to.
Click the contact icon in the right-hand sidebar.
This opens the Contact Profile Panel.
You can also review other contact details here, such as language and default channel.
Scroll to the Notes section.
Type your message in the yellow Add note input box.
Click the purple Add note button to save.
The note is immediately added to the contact profile and will appear in all conversations associated with that contact.
Step-by-Step: Review and Delete Contact Notes
Open the Contact Profile Panel from any conversation.
Scroll to the Notes section.
Review existing notes. Each note shows:
The user who added the note.
The note content.
The date and time it was added.
A trashcan icon to delete the note.
Click the trashcan icon to delete a note.
Deleted notes are permanently removed and no longer appear across conversations.
Tips and Best Practices
Use Contact Notes for long-term context that should persist across conversations.
Do not use Contact Notes for single-thread discussion. Use Conversation Notes instead.
Keep notes concise and factual to support team handoffs.
Avoid adding sensitive information unless required.
Remember that Contact Notes are internal only and never visible to the contact.
Troubleshooting
Issue | Possible Cause | Fix |
Cannot add a contact note | Not viewing a conversation | Open a conversation with the contact first. |
Contact note not visible | Viewing a different contact | Confirm the conversation belongs to the correct contact. |
Deleted note still visible | Cached view | Refresh the page or reopen the Contact Profile Panel. |
Confusion between note types | Mixing contact and conversation notes | Use Contact Notes for persistent context and Conversation Notes for single conversations. |