Notes - Lasting Notes on a Contact
Keep notes about a customer in the contact details panel so your whole team shares the same context, conversation after conversation.
Overview
Notes are lasting notes about a contact, stored in the details panel. Unlike Private Notes, which belong to a single conversation, contact notes follow the customer across every conversation, so the whole team always has the same background.
Add a note to a contact
- Open a conversation with the contact in the inbox
- In the contact panel on the right, select the Notes tab
- Add your note, for example a preference, an account detail, or something to remember next time
- Save it
The note stays on the contact and is visible to your team whenever they open a conversation with that customer.
Notes vs. Private Notes
| Feature | Scope | Best for |
|---|---|---|
| Notes | The contact (all conversations) | Durable facts about the customer |
| Private Notes | A single conversation | Context for the current thread |
Next Steps
Media - Browse Images, Videos, and Files in a Conversation
Quickly find every image, video, and document shared in a conversation from the Media tab in the inbox.
Cloud Calling (Twilio) - Call a Customer's Phone from the Inbox
Place a voice call to a customer's phone number using your connected Twilio Voice account, straight from the contact panel in the inbox.