> ## Documentation Index
> Fetch the complete documentation index at: https://docs.xpressbot.org/llms.txt
> Use this file to discover all available pages before exploring further.

# Notes

> Add internal context to conversations — create notes, reminders, and alerts that only your team can see.

## What is this?

**Notes** keep internal context attached to a conversation. Use them to share handoff details, track follow-ups, and set reminders without sending anything to the customer.

<Info>
  Notes are internal-only. Customers never see them. They appear inline in the conversation timeline for your team, and every note is also listed on the **Notes** page.
</Info>

\[SCREENSHOT: notes-overview — Full Notes page]

## What can I do here?

* Add a note to any conversation from [Conversation View](/workspace/inbox/conversation-view), or from the **Notes** page with **Add Note**
* Choose a note type: **Internal**, **Follow-up**, **Reminder**, **Warning**, or **Info**
* Set a date and time on a **Reminder** so you're notified
* See every note for the channel on the **Notes** page, with summary tiles for **Total Notes**, **Open Notes**, and **Completed Notes**
* Search by client, phone, content, or creator, and filter by **Type** and by status (**Upcoming**, **Overdue**, **Completed**, **Canceled**)
* **Edit** a note, **Mark as Completed**, **Mark as Canceled**, **Open conversation**, or **View customer profile**
* Select several notes to **Mark as Completed** or **Delete** them together
* Let an automation leave a note or reminder with the **Create Note/Reminder** step

<Note>
  Viewing the Notes page requires the `notes:view` permission.
</Note>

## How to use it

### Add a note from a conversation

<Steps>
  <Step title="Open the conversation">
    Go to **Inbox** and select the conversation you want to annotate. Make sure the correct channel is active.
  </Step>

  <Step title="Open the note composer">
    In the conversation header, click **Add Note**.
  </Step>

  <Step title="Choose a note type">
    Pick the type that matches your intent — see the types below.
  </Step>

  <Step title="Write and save">
    Enter a focused note and save. It appears instantly in the timeline for your team.
  </Step>
</Steps>

\[SCREENSHOT: notes-write-and-save — Notes — Write and save]

### Add a note from the Notes page

1. Go to **Contacts → Notes** and click **Add Note**.
2. Under **Select contact**, choose the contact to attach it to. A conversation is reused or created automatically.
3. Choose the note type, write the note, and set a due date and time for reminders.
4. Save.

\[SCREENSHOT: notes-page-list — The Notes page showing the Total, Open, and Completed tiles and the notes table with Client, Note, Assigned, Due Time, and Status columns]

### Manage a note's status

Use a row's actions to **Mark as Completed** when the task is done, or **Mark as Canceled** if it's no longer needed. Both ask you to confirm. **Delete** permanently removes a note and can't be undone.

### Note types

There are five note types. Choose the lightest type that gets the job done.

| Type              | When to use it         | Visibility                       | Typical example                                                           |
| ----------------- | ---------------------- | -------------------------------- | ------------------------------------------------------------------------- |
| **Internal Note** | Private team comment   | Team only                        | "Customer is comparing us with competitor X. Highlight SSO on next call." |
| **Follow-up**     | Task that needs action | Team only, flagged for action    | "Needs callback tomorrow morning — phone was busy."                       |
| **Set Reminder**  | Time-based nudge       | Team only, triggers notification | "Remind me on 28 Aug, 5:00 PM to check refund status."                    |
| **Warning**       | High-priority alert    | Team only, highlighted           | "Sensitive account — do not promise discounts without manager approval."  |
| **Info**          | Low-priority reference | Team only                        | "Customer prefers Hindi for support replies."                             |

#### Internal Note

The default type for handoffs and context sharing. Use it when you just need to leave a comment for the next person.

#### Follow-up

Marks the conversation as needing action. Pair it with assignment so ownership is clear — e.g., assign to Priya and leave a Follow-up note describing what to do.

#### Set Reminder

Creates a timed alert on the conversation. When you select this type you configure:

* **Date** — when the reminder should fire
* **Time** — exact time for the alert

At the scheduled time the app shows a pop-up and sound notification to the assignee or team, so nothing slips through.

<Tip>
  Use Reminders instead of leaving a Follow-up note with a date in the text. Reminders are searchable and actually notify you.
</Tip>

#### Warning

For issues that need attention before any other action — escalations, compliance flags, or blocked-request cases. Use sparingly; if everything is a warning, nothing is.

#### Info

Lightweight reference that doesn't require action. Good for preferences, account notes, or background that helps personalize future replies.

### What Notes are

A Note is a short internal entry pinned to a conversation. It lives alongside messages but is visually distinct so your team can spot context quickly.

Use Notes when you need to:

* Hand off a conversation with context — *"Customer requested a callback after 5 PM."*
* Record what was agreed — *"Discussed pricing for Pro plan. Follow up next week with proposal."*
* Flag something for later — *"Waiting for finance to confirm refund. Check back tomorrow."*

Notes are tied to the **conversation and the contact**. Anyone on your team who opens that conversation sees the same notes, so context survives assignment changes.

### Where Notes appear

* **Inside Conversation View** — notes show in the message timeline with an icon and author name.
* **In the conversation preview** — the Inbox list can surface that a note was added (so teammates know context exists before opening).
* **In assignment and handoff flows** — when you reassign a conversation, add a note first so the next owner has the full story.

Notes do **not** appear in:

* The customer's WhatsApp, Instagram, or Web Chat thread
* Campaign or template previews
* Contact exports (unless your workspace explicitly includes internal notes)

### Who can see Notes

* **All team members** with Inbox access in that workspace and channel can view notes.
* **Customers cannot** see notes under any circumstance.
* Permissions follow your [Team](/workspace/team) settings — if a teammate can open the conversation, they can read its notes.

### Editing and lifecycle

* Notes are **appended** to the conversation timeline and remain with the conversation history.
* Treat notes as an audit trail — write them so a teammate reading next week still understands the context.
* If you need to correct a note, add a follow-up note clarifying the update (e.g., "Correction: callback is 6 PM, not 5 PM") rather than relying on memory.

<Note>
  If your workspace restricts editing or deleting notes, the timeline is intentionally append-only to preserve a clear handoff history.
</Note>

### Notes vs Pipelines vs Activity Logs

New users often confuse these. Here's the short version:

| Feature           | Purpose                                        | Who creates it     | Customer sees it? |
| ----------------- | ---------------------------------------------- | ------------------ | ----------------- |
| **Activity Logs** | Records what your team did, with timestamps    | The system         | No                |
| **Notes**         | Stores internal human context                  | A teammate         | No                |
| **Pipelines**     | Tracks business stage (lead → qualified → won) | Team or automation | No                |
| **Conversations** | Handles customer communication                 | Customer + team    | Yes               |

* **Use Notes** when a human needs to leave context.
* **Use Activity Logs** to review who did what — see [Team](/workspace/team).
* **Use Pipelines** when you need to move a contact or deal through stages.

Learn more in [Pipelines](/workspace/contacts/pipelines).

### Best practices

* **Add a note before every handoff.** Even one line — *"Tried to call, no answer. Customer asked to try again after 6 PM"* — saves the next person from asking the customer to repeat themselves.
* **Keep notes focused.** One idea per note. Two short notes are easier to scan than one long paragraph.
* **Pair notes with action.** If a note describes a task, also set a Reminder or a Follow-up and make sure the conversation is assigned.
* **Reserve Warnings for real urgency.** If Warnings are rare, your team will actually notice them.
* **Review notes before replying.** Check the last 2–3 notes at the top of the timeline before you send a response.

## Troubleshooting / Technical Notes

* **"No conversation available for this contact."** A note has to be attached to a conversation. Choose a contact who has (or can be given) a conversation on the active channel.
* **Reminders don't notify me.** Reminders notify the assignee or team at the scheduled time — check that the date and time are in the future and that browser notifications are allowed.
* **I can't find a note.** Clear the type and status filters, and search by client, phone, or creator.
* **A note can't be edited or deleted.** Your permissions may restrict it, and the timeline is intentionally append-only for a clear handoff history.

## Related docs

* [Inbox Overview](/workspace/inbox/overview)
* [Conversation View](/workspace/inbox/conversation-view)
* [Conversation List](/workspace/inbox/conversations-list)
* [Contacts](/workspace/contacts/overview)
* [Team](/workspace/team)
* [Pipelines](/workspace/contacts/pipelines)