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."
Quick access
Toggle between Note and Message mode using the segmented control at the bottom of any conversation. Notes show a purple highlight so you can quickly tell them apart from SMS messages.
Adding conversation notes#
Open any conversation in your inbox. At the bottom, you'll see a toggle with two options: Note and Message. Select Note to switch to note mode.
Type your note and press Enter to save it. The note appears in the conversation timeline with a purple background and a file icon, making it easy to spot. Your name and timestamp show up below each note.
Notes support up to 5,000 characters—plenty of room for detailed context when you need it.
Keyboard shortcuts:
- Press
Enterto save your note - Press
Cmd/Ctrl + Enterwhen editing to save - Press
Escapeto cancel
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. Edited notes show an "edited" indicator below the timestamp.
To delete a note, click the trash icon. You'll see a confirmation dialog with a preview of the note content before anything gets removed.
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 down to the Notes section and click Add Internal Note.
This opens a dedicated note editor where you can write your note. Click Save Note when you're done. Contact notes appear in chronological order with author names and timestamps.
Contact notes stay with the contact across all their conversations. So if a customer calls back weeks later and gets a different team member, that person can see the important context you left behind.
Real-time sync#
Notes sync instantly across all team members. When someone adds a note, it appears in everyone's view right away—no refresh needed. The same goes for edits and deletions. This keeps your whole team working from the same information, even when multiple people are handling the same customer.