Notes & collaboration

Notes are free-text comments attached to a conversation. Teams use them to capture context ("customer will call back Friday"), flag moments for coaching, and discuss a conversation in place — note threads are a natural companion to QA evaluations. Notes are searchable, so they also work as ad-hoc labels you can find conversations by.

Adding a note

1. Open the conversation — either expand the row in the Conversations list or open the detail page and select the Notes tab.
2. Click Add note, type your text, and save.

The Notes tab of a conversation detail page. Add note starts a new thread entry; the Audit Trail panel below records access history.

Each note shows its author and timestamp. Notes are listed oldest first.

You can also comment on a specific passage of the transcript by selecting text there — the comment is saved as a note anchored to that moment. See Commenting on a transcript.

Working with notes

• Reply — respond to an existing note to keep the discussion threaded.
• Pin to top — pin an important note above the rest, out of chronological order.
• Delete — remove a note. Deletion happens immediately; an UNDO link appears briefly in case of mistakes.

Note

Notes require note permissions on your role — your administrator controls who can view, add, and delete notes.

Finding conversations by note text

• Quick search: the search box above the Conversations list matches note text (along with party names and numbers) — see Quick search.
• Advanced Search: use the note parameters in the filter builder to combine note text with other criteria such as date range, user, or duration — see Advanced search.

When to use notes vs tags vs custom fields

Notes are best for free-form commentary. If you want consistent, repeatable labels, use tags; if your organization tracks structured values (order numbers, ticket IDs), use custom fields.