Contact notes

If "this customer prefers mornings" lives only in your head, the day you take leave your team asks the same question again. A note writes that kind of observation onto the contact card and opens it to the whole team; it never reaches the customer. This guide covers adding notes, deleting them, and their limits.

⚠️ Adding and deleting notes needs contact edit permission. In the viewer role you can read notes, but the writing box and the delete button are not drawn.

What it is for

A note is free-form text kept on a contact's card. Tags and fields structure data; a note holds what cannot be structured:

• Customer preferences ("always calls in the evening", "wants collection rather than delivery").
• A summary of what was said on the phone.
• Internal warnings ("payment problem last time, take payment up front").
• A reminder for the next contact.

A note cannot be used in automations: conditions cannot look inside it and messages cannot quote it. Information that needs to drive a decision belongs in a tag or a field, not a note. See Managing contact tags.

Adding a note from the contact card

1. Click the person's name on the Contacts screen.
2. Scroll down to the Notes section.
3. Type into the New note box. The field's label says the note is visible only to your team.
4. Press Add note.

On success it says "Note added." and the note appears at the top of the list.

The box is multi-line and keeps the line breaks you type, so you can write in bullet points. An empty note is not saved; at least one character is required.

Adding a note from the conversation screen

When you open a conversation in the inbox, the same notes sit in a Notes section on the right (in a drawer on a phone). The number next to the heading tells you how many notes there are.

The notes on both screens are the same notes: a note written in a conversation also appears on the contact card. There is no separate "conversation note" and "contact note".

There are two differences between the two screens:

• The conversation screen shows the author's name; the contact card shows only the date and time. If you need to see who wrote a note, look at the notes section in the conversation.
• Deleting a note on the conversation screen asks for confirmation; the delete button on the contact card deletes straight away.

Where the notes section sits on the conversation screen, and the panels beside it: Notes, tags and saved replies.

Deleting a note

On the contact card, press the Delete button to the right of the note. The note goes immediately.

⚠️ Note: Deletion on the contact card does not ask for confirmation. If you delete the wrong note, it cannot be recovered and you have to retype the text. For a deletion that asks first, use the notes section on the conversation screen.

There is no editing. To change a note you delete it and write it again — and the date is refreshed too.

Note order and visibility

Notes are ordered newest first: the most recent one sits at the top. The date and time it was written appears under each note.

The card lists at most 50 notes. If a contact has accumulated more, the newest 50 are shown; older ones are still stored but are not drawn in the list. That is a good reason to keep notes short and current.

Notes are not visible in these places:

• On the customer's side — never, in any form.
• In the contact list — there is no note column.
• In the CSV file — the export does not carry notes.
• In search — neither the contact search nor the top-bar search looks inside notes.

Only team members who can see that account can read a note. A role with a narrowed contact scope cannot see the notes of a contact it cannot see.

Limits and known issues

• A note can be at most 2000 characters. Above that the save is refused and a warning appears under the field.
• An empty note is not saved.
• The card lists at most 50 notes.
• A note cannot be edited; delete and rewrite it.
• Deletion on the contact card does not ask for confirmation.
• The contact card does not show who wrote a note; the author's name appears in the notes section on the conversation screen.
• Notes cannot be read by automations, used in conditions, or inserted into messages.
• When a contact is deleted, their notes go with them.

A worked example

A car workshop uses notes like this:

1. A customer writes on Instagram and books a slot. The flow adds the booking tag.
2. The mechanic who spoke on the phone adds a note to the card: "Left headlight is cracked too, customer is interested. Budget ceiling £400."
3. On the day, a different colleague takes the car in, opens the card, reads the note and does not ask the customer the same thing twice.
4. When the job is done the note is not deleted; a year later, when the same car comes back, the history is at hand.
5. For a customer with a payment problem the prepay tag is added as well — because that has to be a decision, and decisions belong in tags, not notes.

Common mistakes

• Thinking the customer can see notes. Notes never reach the customer under any circumstances.
• Writing decision-driving information into a note. Automations cannot read notes; use a tag or a field.
• Trying to edit a note. There is no editing; delete and rewrite.
• Deleting the wrong note on the card. No confirmation is asked there; read twice before pressing.
• Looking for the author's name on the card. It appears in the notes section on the conversation screen.
• Expecting notes in the CSV. They are not exported.
• Pasting a whole phone conversation into a note. There is a 2000-character limit; write a summary and leave the detail in the messaging.

Related articles

• The contact card
• Notes, tags and saved replies
• Managing contact tags
• Conversation history on the contact card
• Deleting a contact

If you get an error while adding a note, check its length and your permission, then get in touch with our Support team.