Customer Context, History, Notes and Assignment
Review customer history, tags, fields, pipeline, notes and ownership while handling a Smart Inbox conversation.
Overview
Search Aliases: customer side panel, contact overview, assign chat, private note, conversation owner
MAIN CONCEPTS & FIELDS
| Contact Record | Customer identity and CRM history. |
|---|---|
| Source | Channel, campaign, form, ad, import or integration origin. |
| Internal Note | Staff-only context. |
| Assignment | Person or team responsible. |
| Tag / Badge | Quick label. |
| Custom Field | Structured business-specific value. |
| Pipeline Stage | Current operational step. |
| Follow-Up | Scheduled next action. |
Step-by-step instructions
- Open the conversation.
- Review the customer-context panel.
- Confirm phone, email and source.
- Review previous messages and internal notes.
- Add or update tags, badges and required fields.
- Add a concise internal note when another user needs context.
- Assign the correct person or team.
- Update pipeline and follow-up.
- Save and verify the values on the contact record.
INTERNAL NOTE STANDARD
Write facts, decisions, customer preferences and next actions. Avoid unnecessary opinions or sensitive personal information. Do not copy a private customer document into a broad note when a restricted file process is more suitable.
COMMON ISSUES & SOLUTIONS
| Contact details are wrong | Edit the authorized field or merge verified duplicate records. |
|---|---|
| Note is visible to the customer | Confirm you used Internal Note, not the message composer. |
| Agent is not listed | Check active status and team membership. |
| Pipeline field missing | Confirm the relevant pipeline type and permission. |
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