CRM Activity Notes
Activity notes are the record-keeping backbone of case management. Every phone call summary, email exchange, internal discussion, and status update is captured as a note attached to the relevant case.
Note Types
- Internal Notes — visible only to agents, used for internal coordination and case documentation
- Inbound Notes — record of communication received from the customer
- Outbound Notes — record of communication sent to the customer
Permanence
Notes are immutable once created. This ensures a reliable audit trail that accurately reflects the history of every customer interaction. Notes include timestamps and the agent who created them.
Email Integration
When cases are created from emails, the email content is automatically captured as a note with the original sender, recipient, and subject line preserved.