Team notes and collaboration on customer records

What are customer notes?

Customer notes let your team add context to individual customer records — observations from customer service interactions, notes about why a customer has a lower score than expected, or flags for a colleague to review.

Adding a note

Open a customer profile and click the Notes tab. Type your note in the composer and click Save note. Use @name to mention a teammate — they'll receive a notification in the notification centre.

Note options

• 📌 Pin note — Keeps the note at the top of the thread and shows it in the activity timeline on the Overview tab. Use for important context that everyone should see immediately.
• 🔒 Private — Only you can see this note. Use for notes you don't want to share with the whole team (e.g., notes about a sensitive customer situation).
• ⚠ Flag for review — Marks the note with a warning indicator. Useful when you want to draw attention to a situation that needs another team member's input.

Notes in the timeline

Notes (and replies to notes) appear chronologically in the Overview → Activity timeline alongside purchases, email events, and model alerts. System events (like a score band change) are shown as non-editable separators between human notes.

Note history

Notes are permanent — they can be edited but not deleted. This creates an auditable record of every team interaction with a customer.