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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.
  • Web
  • Mobile
  1. Navigate to Contacts in the left menu
  2. Select a contact to open their profile
  3. Find the notes section in the contact details
  4. Click to add or edit notes
  5. Type your note content
  6. 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 forUse custom properties for
Unstructured information and free-form textStructured data with consistent formatting
Context, history, and conversation summariesSearchable fields you need to filter or sort
Temporary details that may change frequentlyStandardized options like status or type
Special requests and unique preferencesData for reporting and analytics
Meeting notes and follow-up detailsCategorical information for segmentation

FAQs

All team members with access to the contact can view and edit notes. Notes are completely internal and never visible to customers.
Notes have generous character limits that accommodate detailed information. If you need to store extensive documentation, consider breaking it into organized sections.
Notes support basic text formatting. You can use line breaks and structure your content for better readability, but complex formatting isn’t supported.
Notes automatically sync across all devices in real-time. Changes made on one device immediately appear on others.
Yes, the global search function includes note content, making it easy to find contacts based on information stored in their notes.
When contacts are merged, notes from both contacts are combined and preserved. You may need to review and organize the combined notes after merging.
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