Contact notes and history

Overview

Contact notes in Deskwoot are short text records you attach to a customer profile, so any agent on the team sees the customer's preferences, known issues, or past context before they start typing a reply, no matter which channel the customer wrote in on. Whether it's a special shipping preference, a known technical issue, or context from a previous interaction, notes ensure that every agent on your team has the background they need to deliver fast, personalized support. Notes are attached to the contact record itself, so they remain visible regardless of which conversation you're viewing.

Adding a Note

1. Open a contact's profile from the Contacts list, or from a conversation with the icon next to the contact's name.
2. Open the Notes tab of the profile.
3. Type your note in the Add a note... field. Be concise but include enough detail so other team members can understand the context without asking the customer to repeat themselves.
4. Click Save note. It will now appear in the contact's profile for all agents to see.

Viewing Contact History

In addition to notes, each contact profile has a Chat History tab with the contact's 20 most recent conversations across all channels: live chat, email, WhatsApp and the others. So agents can quickly review previous issues, resolutions, and communication preferences before replying.

• Conversations list: Browse all open, resolved, and pending conversations linked to the contact.
• Notes timeline: See every note added by your team, newest first, with its date. In a conversation's Notes tab, contact notes also show who wrote them.

Best-Practice Tips

• Be specific: Instead of writing "Customer was upset," note the reason. For example, "Customer experienced a delayed shipment on order #1234; offered 10% discount."
• Keep notes up to date: Remove or update outdated information so agents aren't acting on stale context.
• Use notes for internal context only: Notes are visible to your team, not to the customer. Use them freely for internal coordination.
• Standardize formatting: Agree on a simple format across your team (e.g., date + topic + detail) so notes are easy to scan at a glance.

Common Pitfalls

• Duplicate contacts: If a customer has more than one contact record, notes may be split between profiles. Merge duplicate contacts when possible to keep all history in one place.
• Overly vague notes: A note that says "Follow up" without context is unhelpful a week later. Always include the what and why.

Frequently asked questions