5.10 Contact Notes

What This Feature Does #

Contact Notes are free-text notes your team keeps about a specific contact — the running commentary that doesn’t fit the structured profile fields (call summaries, preferences, "asked to be contacted after the 15th", and so on). Every note is timestamped and attributed to whoever wrote it.

When to Use #

• Use after a call or meeting to record what was said and what to do next.
• Use to leave context for a teammate who might pick up the conversation later.
• Do not use notes for information that belongs in a real field (email, phone, tags, company) — put those on the contact form so filters and automation can see them.

Prerequisites #

• CompanyAdmin, or TenantUser with access to the contact.
• You can read every note on a contact you can access. You can edit or delete only your own notes; a CompanyAdmin can edit or delete any note.

Where to Find It #

The Notes button appears in two places, and both open the same panel:

• On the contact’s Profile page, in the header next to Edit Contact.
• In WhatsApp Chat, in the conversation header (only for conversations linked to a saved contact).

When the contact already has at least one note, the button is highlighted and shows a small count badge.

Step-by-Step Instructions #

Add a note

1. Click Notes to open the panel.
2. Click New (top of the panel).
3. Type the note. Optionally tick Pin to top to keep it above the others.
4. Click Save note.

Edit a note

1. Open the Notes panel.
2. Click the pencil icon on your note.
3. Change the text (or the pin state) and click Save note.

Delete a note

1. Open the Notes panel.
2. Click the trash icon on your note and confirm.

Search notes

• Type in the Search notes box in the panel header. The list filters as you type.

What Happens After #

• Notes are ordered pinned-first, then newest-first.
• Every note also appears in the contact’s Timeline with the sticky-note icon.
• Deleting a note is a soft delete — it is removed from the list and the timeline but not purged.

Errors, Messages, and Common Fixes #

Best Practices #

• Keep one note per interaction rather than continuously editing a single running note — the timestamps then tell the story.
• Pin only genuinely durable facts (for example, "prefers WhatsApp, never call"), not day-to-day updates.