Customer Notes

Learn how to document, share, and consult crucial information about your customers using Customer Notes.

📝 Customer Notes

The Customer Notes feature is an internal CRM component developed to allow the support team to document, share, and consult crucial information about a specific customer. It works as a shared support memory, preventing customers from having to repeat data or preferences and ensuring that any agent who takes over the conversation has full context.

🎯 What is it for?

Customer Notes are used to record information that helps with relationships and demand resolution:

  • Business Context: Note tax identification numbers (CNPJ/Tax ID), billing preferences, contracted packages, or customer restrictions.
  • Incident History: Document recurring issues the customer faces or previously made support agreements.
  • Behavior and Preferences: Record preferred contact times, desired tone of voice, or favorite channels.
  • Delivery/Logistics Information: Notes about delivery, alternative addresses, or reference points.

[!IMPORTANT] Data Security: Notes are strictly for internal visibility (only for the support team). However, for compliance with data protection laws (such as LGPD/GDPR) and security best practices, never insert passwords, credit card data, or other critical credentials in the notes field.

📍 Where to Access?

The Caramelo AI interface provides note management in two main locations:

1. Chat Sidebar (Conversation Overview)

  1. Access the Conversations page (https://app.carameloai.com/projects/:id/chats).
  2. Select a conversation.
  3. In the right sidebar, you will see the Customer Notes card.
  • It is strategically positioned for immediate viewing of the notes history while you chat in real time with the user.

2. Customer Detail Modal

When accessing customer profiles or lists on the platform:

  • Click on the customer details to open the popup window containing their registration information.
  • Select the “Notes” tab to access the entire history of notes recorded by any channel or agent on the team.

🛠️ How to Use?

➕ Add a New Note

  1. In the Customer Notes panel, click the "+" button (located in the upper right corner of the card).
  2. The input field will expand. Write the relevant note about the customer clearly and objectively.
  3. Click “Save”. The note will be added instantly to the top of the list.

🔍 Read and Understand Note Information

Each note record displays important metadata for auditing and context:

  • Creator: Displays the name of the agent who recorded that note (e.g., Alberto Souza).
  • Elapsed Time: Displays how long ago the note was saved (e.g., 2 hours ago, yesterday).
  • Channel/Platform: Displays the source channel associated with the support at the time of the note (e.g., whatsapp, web).
  • Conversation Link: If the note was added within the context of a specific chat, it will display an “Open Conversation” link (link icon). Clicking this link will open directly the history of the conversation where the note was made.

🗑️ Delete a Note

If information becomes obsolete or was added incorrectly:

  1. Locate the note in the list and click the Trash icon (upper right corner of the note).
  2. A browser confirmation box will be displayed with the message: “Are you sure you want to delete this note?”.
  3. Confirm to permanently delete it.

🔄 Pagination and Loading

If the customer has an extensive history of notes (more than 10 notes):

  • The interface will limit the initial display.
  • Click on “Load more notes” at the bottom of the panel to smoothly load older records without losing your current navigation state.