Create and Use Contact Notes in Conversations

Contact Notes let your team add private comments inside a conversation—visible only to your staff, not the customer. This is perfect for handoffs, documenting what was promised, leaving reminders, and keeping a clear internal timeline without sending extra messages to clients.

When to use Internal Notes

“Customer asked for a callback tomorrow at 10 AM.”
“Billing issue—waiting on invoice from accounting.”
“This lead is hot—send promo code if they reply.”
“Do not mention pricing until the manager approves.”

✅ Step-by-step: Add a Contact Note in a conversation

Log in to your Zonitel Office Portal.
Go to Conversations.
Open the chat thread you want to update.
In the right upper box area, select Contact Notes ()
Type your note (example: “Client requested a follow-up on Friday. Assigned to Sales.”).
(Optional) Tag a teammate using @Name if your portal supports mentions.
Click Add Note.

The note will appear within the conversation thread and will be visible only to staff.

Best practices (to drive adoption)

Use notes for handoffs: “Assigned to Maria—follow up with pricing.”
Standardize note formats:
- Next step: …
- Owner: …
- Due date: …
Keep notes short, clear, and professional (notes are part of your internal record).

FAQ

Q: Will internal notes be sent to the customer?
A: No—internal notes are private to your team and do not send any message externally.

Q: Can I edit or delete an internal note?
A: Depending on your account permissions, you may be able to edit/delete notes. If you don’t see the option, ask your admin.

Q: Can I use internal notes for SMS, Facebook, Instagram, and WhatsApp conversations?
A: In most unified inbox setups, notes apply to the conversation thread regardless of channel (availability depends on your account features).

Need help?

Call/Text/WhatsApp: (833) 966-4835
Email: info@zonitel.com

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Create and Use Contact Notes in Conversations