Contact Notes
Each contact carries a notes field for free-form internal context that your team shares but customers never see. Notes live on the contact, so they’re available in every conversation with that person.
What to put in notes
- Preferences (“prefers WhatsApp over email,” “speaks Hindi”).
- Account context (“on the annual plan,” “renews in March”).
- Hand-off details (“promised a callback Tuesday”).
- Anything an agent picking up the conversation later should know.
Notes are part of the contact record, not a single chat. Update them once and the context follows the customer across future conversations.
Notes vs. message history
Loopwave also keeps a per-contact conversation history and tracks when you last contacted them and how many conversations you’ve had. Notes are your editorial layer on top of that automatic history — the things you choose to write down.
Notes are internal working context, not a vault. Avoid storing secrets such as passwords or full payment details.
When a contact needs tracked follow-up, open a ticket.