Notes and Activity History

Notes let your team leave context on a customer record, and the activity timeline shows how the record has changed over time. Together they give you the full story of a customer without leaving the CRM.

The Activity tab and property history are rolling out gradually. If you do not see them on your customer records, they are not enabled for your account yet. Contact support to request access.

Adding a note

  1. Open a customer record and go to the Activity tab.
  2. Expand the Notes section at the top if it is collapsed. The header shows a count of existing notes.
  3. Type in the composer. Notes can be up to 4,000 characters, and a counter below the composer shows how many characters you have left.
  4. Type @ to mention a teammate. A suggestion list appears as you type; pick a name with the arrow keys and Enter, or click it.
  5. Click Add note (or press Ctrl+Enter / Cmd+Enter).

Each note shows its author and timestamp. On your own notes you can:

  • Edit the note text.
  • Pin the note so it stays at the top of the list.
  • Delete the note.

Notes are listed newest first, with pinned notes above the rest. Click Load more to page through older notes.

The activity timeline

Below the notes section, the Activity timeline lists changes to the record in reverse chronological order:

  • Field changes -- each entry shows the field name and the value it changed to, with a timestamp (for example, "Status changed to VIP").
  • Note events -- when a teammate adds, edits, or deletes a note, the timeline shows who did it, when, and a preview of the note text.
  • Linked records -- for records connected to custom objects, related record events appear here too, and you can click through to the linked object.

The timeline loads more entries as you scroll. Use the reload button next to the "Activity timeline" heading to refresh it.

Custom object records have the same notes and activity feed as customer records.

The property history drawer

For a spreadsheet-style view of every field change, open the property history drawer:

  1. Open a customer's detail view.
  2. Click the View history button in the header.

The Property History drawer opens with a table of three columns:

  • Property -- the field that changed
  • Changed To -- the new value
  • Made On -- the date and time of the change

The table sorts newest first by default. Click the Property or Made On column headers to re-sort, and scroll to load older changes. Use the refresh button to pull in the latest history.

Tips

  • Mention teammates for handoffs -- an @mention is the fastest way to flag a record for someone else on your team.
  • Pin the note that matters -- pin the one note a teammate should read first, like a payment arrangement or an escalation summary.

Troubleshooting

  • No Activity tab on the record -- the feature is not enabled for your account yet. Contact support.
  • A change is missing from the timeline -- click the reload button next to the "Activity timeline" heading. Changes made moments ago can take a beat to appear.