Contact notes
Add private team notes to contact profiles for sharing important context, conversation history, and customer preferences
Overview
Contact notes let team members add private information to contact profiles that doesn’t fit into standard fields or custom properties. These notes help your team share context about customer interactions, preferences, and important details that enhance customer service quality.Getting started with notes
Notes provide a flexible way to capture unstructured information about your contacts that helps your team provide better, more personalized service.- Navigate to Contacts in the left menu
- Select a contact to open their profile
- Find the notes section in the contact details
- Click to add or edit notes
- Type your note content
- Notes save automatically as you type
Notes are visible to all team members with access to the contact and remain completely internal — customers never see them.
Notes vs custom properties
You may have noticed that you also have the choose to add custom properties to your contacts. Choose the right tool for organizing contact information:| Use notes for | Use custom properties for |
|---|---|
| Unstructured information and free-form text | Structured data with consistent formatting |
| Context, history, and conversation summaries | Searchable fields you need to filter or sort |
| Temporary details that may change frequently | Standardized options like status or type |
| Special requests and unique preferences | Data for reporting and analytics |
| Meeting notes and follow-up details | Categorical information for segmentation |
FAQs
Who can see contact notes?
Who can see contact notes?
All team members with access to the contact can view and edit notes. Notes are completely internal and never visible to customers.
Is there a limit to note length?
Is there a limit to note length?
Notes have generous character limits that accommodate detailed information. If you need to store extensive documentation, consider breaking it into organized sections.
Can I format text in notes?
Can I format text in notes?
Notes support basic text formatting. You can use line breaks and structure your content for better readability, but complex formatting isn’t supported.
How do notes sync across devices?
How do notes sync across devices?
Notes automatically sync across all devices in real-time. Changes made on one device immediately appear on others.
Can I search within notes?
Can I search within notes?
Yes, the global search function includes note content, making it easy to find contacts based on information stored in their notes.
What happens to notes when contacts are merged?
What happens to notes when contacts are merged?
When contacts are merged, notes from both contacts are combined and preserved. You may need to review and organize the combined notes after merging.