Overview
Notes allow you to communicate with your team, your AI agent or just leave a reminder for yourself in-thread within a conversation. This can be a helpful way to guide your team or your AI in private.
How to Leave a Note
Adding a note is easy. Click the channel in the top left of the message input box and select note.Toggle whether or not you want your AI to be able to see the note with the button next to the add note button that either says Displayed to AI or Hidden from AI.
When to Use Notes
There are three main reasons why you might want to use a note.
You want to add a note for yourself about something you want to remember later about the contact when you come back to the conversation
You want to add a note for a team member, making it easy for them to find the chat in their inbox and notifications
You want to add a note for your AI Agent
Notes to Self
If you've ever thought of something while chatting with a lead that you wanted to remember for later, that's the perfect reason to use a note. Change to the note input and add your note, making sure Hidden from AI is chosen if you don't want the AI to know about your personal note.
Notes to Team Members
You may want to call a team member's attention to a specific chat with a lead. You can do this by creating a note, optionally making sure Hidden from AI is selected, and @-mentioning the team member within the input area.
When you do this that team member will receive a notification that links to the chat, and this chat will be added to their @-mention inbox.
Notes to the AI
Notes to the AI can be used to help guide the AI in future replies if you see live that it needs some help, give it additional context it wouldn't know about for this particular contact, or set it up to know about a special campaign you're running at this point in the conversation.
Running a database reactivation campaign on an existing contact? Add a note to the contact before sending your outbound message to let the AI know about the campaign:
EX → "We are running an offer for 50% off right now, you can ignore messages before this unless there is helpful personal information there because we are going to try to schedule them in for a different offer session here forward"
Permissions
Team Members and Owner → Can see all source chats & notes, can update AI visibility (hidden/displayed) for all notes including notes created by other users, can only edit the text for notes written by them, can delete notes only for notes written by them.
Clients → Only sees chats and notes for sources they are invited to, can update AI visibility (hidden/displayed) only on , can only edit and delete the text for notes written by them.
Summary
Notes can be helpful for self-reminders, notifying your team of chats, or guiding your AI. If you're a HighLevel user you can use our Add Note action within workflows to do this on contacts too!