Private Notes
Private notes are internal context attached to a contact — things like “prefers email,” “VIP, handle personally,” or “promised a refund on the 12th.” They are visible to your team inside Loopwave and are never sent to the customer.
When to use notes
- Hand-off context between agents on a shared inbox.
- Reminders about a customer’s history or preferences.
- Internal status that doesn’t belong in a public label.
Notes live on the contact record, so they travel with the person across every conversation — not just a single chat thread.
Adding a note
Open a contact and edit its notes field. Notes are plain text, so you can keep a running internal log for that person.
Notes are internal only and are not encrypted end-to-end the way WhatsApp messages are. Don’t store secrets (passwords, full card numbers) in notes — keep them to working context.
Notes vs. labels vs. messages
| Tool | Visible to customer? | Best for |
|---|---|---|
| Message | Yes | Talking to the customer |
| Label | No | Categorizing a contact |
| Private note | No | Free-form internal context |
Pair notes with templates to respond quickly and consistently.