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Adding Internal Notes
Internal notes let you communicate with your team about a conversation without the contact seeing the message.
What Are Internal Notes?
- Private messages only your team can see
- Attached to a specific conversation
- Never sent to the contact
- Usually highlighted in a different color (yellow/orange)
Adding an Internal Note
- Open the conversation
- Click the Notes tab or Internal Note button
- Type your note
- Click Add Note or press Enter
The note will appear in the conversation timeline but won't be sent to the contact.
When to Use Internal Notes
- Context: "Spoke with this person at the conference"
- Handoffs: "Please follow up on the proposal"
- Reminders: "They mentioned budget approval next week"
- Warnings: "Contact prefers email, not text"
- Updates: "Quote sent, waiting for approval"
Internal Notes vs. Messages
| Internal Notes | Messages |
|---|---|
| Only team sees | Contact receives |
| For context/info | For communication |
| Different color | Normal appearance |
| No notification | Notifies contact |
Viewing Notes
Internal notes appear:
- In the conversation timeline (different color)
- In the contact's activity history
- When reviewing the conversation later
Pro Tips
- Be specific: Include names, dates, and details
- Keep it professional: Others on your team will read it
- Use for handoffs: Explain the situation when transferring
- Note important info: Record key details from calls
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