Why it matters
Contact notes keep useful customer context attached to the contact record. They help teammates understand history, preferences, or follow-up details without sending anything to the contact.
Contact notes are internal. They are visible to users in your organization who can view the contact, but they are not sent to the contact.
Key Concepts
Contact notes: Internal notes saved on a contact record.
Contact panel: The side panel that opens when you select a contact from Contacts, lists, segments, campaigns, sequences, or related contact tables.
Details tab: The contact panel tab where contact details, contact notes, tags, campaigns, sequences, and lists appear.
Conversation notes: Internal notes added inside a conversation. Conversation notes are separate from contact notes.
Step-by-Step: View contact notes
Open Contacts from the main sidebar.
Select All contacts.
Search for or filter to the contact you need.
Open the contact from the table.
Stay on the Details tab in the contact panel.
Scroll to Contact notes.
Review the existing notes, author, and timestamp.
Step-by-Step: Add a contact note
Open the contact panel for the contact.
Go to the Details tab.
Scroll to Contact notes.
Type the note in the Add note field.
Use the emoji picker if you need to add an emoji.
Click Add.
Step-by-Step: Delete a contact note
Open the contact panel for the contact.
Go to Contact notes.
Find the note you want to remove.
Click the delete icon on the note.
Confirm the note is no longer shown in the list.
Tips and Best Practices
Use contact notes for context that should follow the contact across conversations and channels.
Use conversation notes when the note only applies to a specific conversation.
Keep notes concise and factual so teammates can scan them quickly.
Do not store sensitive information unless your organization allows it.
Review contact permissions if a user can view contacts but cannot manage notes.
Troubleshooting
Issue | Possible Cause | Fix |
The Contact notes section is not visible | The contact panel may still be loading or the user may not have access to the contact | Reopen the contact and confirm the user has permission to view the contact |
The Add button does not save a note | The note field is empty or contains only spaces | Enter note text, then click Add again |
A note was deleted accidentally | Deleted notes are removed from the contact notes list | Add a new note with the needed context |
A note appears in one conversation but not another | The note may be a conversation note instead of a contact note | Add the note under Contact notes when it should follow the contact record |