Overview
Contact notes give every agent and every Captain AI reply the full backstory on a customer the moment a chat opens. Pin order history, preferences, past complaints, or internal warnings to a contact, and they show up next to the conversation on WhatsApp, Email, Instagram, or any of the nine channels. Built for support and sales teams who hate asking "what's your order number again?" on the third message.
- Pin notes to a contact, company, or specific deal
- Mention teammates with @ to loop them in privately
- Rich text, links, and file attachments inside notes
- Notes stay private to your team, never sent to the customer
- Captain AI reads notes for context before drafting replies
- Filter and search contacts by note content or tags
- Full edit history with author and timestamp on every note
How it works
Open the contact panel
Every conversation opens with the contact card on the right. Click the notes tab to see the full thread of internal context.
Add or pin a note
Type the note, @mention a teammate, attach a file, and pin the important ones to the top so the next agent sees them first.
Notes travel with the customer
The same notes appear whether the customer comes back on WhatsApp, Email, or web chat, and Captain AI uses them to keep replies on point.