Internal notes let you share context with your team without the customer seeing anything. Whether you're leaving a quick reminder, documenting a follow-up action, or passing along important details to a colleague, notes keep everyone on the same page.
Two types of notes#
dialnote supports notes in two places, each serving a different purpose:
Conversation notes appear directly in the chat timeline alongside calls and messages. They're perfect for documenting what happened during a specific interaction or what needs to happen next.
Contact notes live in the contact details panel on the right side of your inbox. Use these for general information about a contact that isn't tied to any particular conversation—like "Prefers morning calls" or "Decision maker for the account."
Spotting notes
Conversation notes show up with an amber background and a document icon, so they're easy to tell apart from SMS bubbles. Customers never see them.
Adding conversation notes#
Open any conversation in your inbox. At the bottom of the message composer, you'll see two buttons: Message and Note. Click Note to switch to note mode. If the phone number doesn't have SMS enabled, the composer starts in Note mode automatically.
Type your note and press Enter to post it. The note appears in the conversation timeline with an amber background and a document icon. Your name and a timestamp show below each note.
Notes hold up to 5,000 characters—plenty of room for detailed context when you need it.
Mentioning teammates#
Type @ while writing a note to pull up a list of your teammates. Pick a name to mention them. Mentions are handy for flagging a colleague who needs to follow up on the conversation.
Note vs. message
Watch which mode you're in before you hit Enter. A note stays internal; a message goes out to the customer over SMS. The active button is highlighted so you always know which one you're posting.
Editing and deleting notes#
Hover over any note you've created to reveal edit and delete buttons. Click the pencil icon to modify your note—your changes save when you press Cmd/Ctrl + Enter, and Escape cancels the edit. Edited notes show an "edited" label next to the timestamp.
To delete a note, click the trash icon. A Delete Note dialog appears with a preview of the note content so you can confirm before it's gone for good.
Permissions
You can only edit or delete notes you've created yourself. Notes from other team members are read-only.
Adding contact notes#
Contact notes work differently. Open a conversation and look at the contact details panel on the right side of your screen. Scroll to the Notes section and click Add note.
Write your note and save it. Contact notes hold up to 5,000 characters and appear in a list with author names and timestamps. To remove one of your own contact notes, hover over it and click the trash icon—contact notes delete right away, with no confirmation step.
Contact notes stay with the contact across all their conversations. So if a customer calls back weeks later and reaches a different teammate, that person can see the context you left behind.
Real-time sync#
Notes sync instantly across your team. When someone adds a note, it shows up in everyone's view right away—no refresh needed. The same goes for edits and deletions, all delivered over the same realtime connection that powers the rest of your inbox. Your whole team works from the same information, even when several people are handling the same customer.
Send notes to other tools
Want a conversation note copied into Slack, a ticket, or a spreadsheet? Custom and Zapier webhooks can send a note.created event each time a conversation note is posted. See Webhooks to set one up.
What's next#
- Conversations — manage and filter your inbox threads
- Messages — send SMS and attachments in a conversation
- Conversation assignment — route threads to the right teammate
- Webhooks — push
note.createdevents to other tools