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What Are Notes in Your CRM?

Notes are an internal tool for documenting important information related to contacts, opportunities, and companies within your CRM. They provide a centralized space for your team to log updates, reminders, and context that is useful for future reference. Notes are strictly for internal use and are not visible to clients through their portal or any external communication.

Key Benefits of Using Notes

Centralized Record Keeping: Keep all important details in one easily accessible place.
Internal Collaboration: Share context among team members without exposing information to clients.
Improved Tracking: Document key updates such as call summaries, payment confirmations, or follow-up actions.
Flexible Organization: Add, search, filter, and view notes across different record types.
Faster Prioritization: Pin critical notes to keep essential context at the top of the timeline.
Better Structure: Use note titles and color labels to organize information and scan updates quickly.
Centralized Documentation: Attach files to notes to keep supporting documents with their related record.

Notes in Different Modules

Contacts Module

Each contact in your CRM has its own Notes section where internal users can document updates specific to that individual. Notes are tied directly to the selected contact. You can add, search, and filter notes within the contact's profile. This is useful for logging call summaries, payment confirmations, or client preferences.

To access the Notes section for a contact, click the Notes icon (a pen and paper symbol) at the top of the contact's record. This opens the Notes panel where you can create, view, and manage notes related to that specific contact.

Opportunities Module

The Opportunities module provides a consolidated view of notes connected to the primary contact and any related contacts associated with the deal. By default, you will see notes associated with the opportunity's primary contact. Filters allow you to include notes from additional contacts linked to the same opportunity. This is particularly useful for sales teams who need visibility into all interactions tied to a potential deal.

Companies Module

The Companies module aggregates notes across all contacts associated with a particular company. The Notes section shows discussions and updates across multiple linked contacts, providing a company-wide perspective rather than information tied to just one individual. This is ideal for account managers handling multiple stakeholders within a single business.

How to Add a Note

Navigate to the Notes tab within a Contact, Opportunity, or Company record.
Click the "+ Add Note" button.
Enter a Title and Description for your note.
Select a Color label to visually categorize the note.
Add any necessary Attachments to store supporting documents with the note.
Click "Save" once you have included all your notes and related details.

How to Search for Notes

Use the Search bar within the Notes section to find entries by keywords.

How to Sort Notes by Date Created

Click the Sort icon in the Notes section to arrange notes based on when they were created. You can choose between:

Ascending (Oldest First): Displays notes starting from the earliest created, which is useful for reviewing the full history in sequence.
Descending (Newest First): Displays the most recent notes at the top, making it easier to see the latest updates quickly.

Some notes in your CRM originate from appointments instead of being created directly inside a contact or opportunity record. These internal appointment notes can appear on the associated Contact, Opportunity, and Conversation records, giving teams access to the same appointment context across different modules. This behavior is different from a contact note created directly in the contact record. A contact-created note stays on the contact side and does not sync back into the appointment record.

Frequently Asked Questions

Can contacts see the notes added to their record?

No. Notes are for internal use only. Clients cannot view notes in their portal, emails, or any external communications.

Who on my team can view notes?

Any team member with access to the record (contact, opportunity, or company) can view notes. Visibility may depend on user roles and permissions configured in your CRM.

Can I export or download notes for reporting?

Notes cannot be directly exported as a standalone report. However, they can be included when exporting records (such as contacts) via the Smart Lists feature.

Are notes included in automations or workflows?

Notes themselves cannot trigger automations. However, actions related to the contact or opportunity (such as status updates) can be used in workflows, and manually created notes can provide valuable context alongside those automated actions.

Using Notes to Document and Manage Your CRM Records