Mastering Lead Notes

Lead Notes is a dedicated space where you can add important, private notes for every customer. It's the perfect place to record special requests, unique circumstances, or any other key information you need to remember about a specific lead.

Mastering Lead Notes

Lead Notes Use Cases

Use Lead Notes to capture context from interactions that happen outside of the chat. It becomes a single place where other human agents can understand what happened on a phone call, in a meeting, or from an internal decision.

Here are some examples of how to use Lead Notes to create a complete customer record:

• Offline interactions: "Client called in to discuss pricing; they are concerned about the budget but are very interested in Feature X."
• In-person meetings: "Client came to the appointment today. They were impressed with the demo but need a formal quote sent by Friday."
• Internal decisions: "Boss has approved a special 25% discount for this client to close the deal. The promo code is VIP25."
• Follow-up actions: "Promised to send the new catalog by Friday. Awaiting new stock information."
• Account status: "Invoice #1234 is overdue. Do not offer new services until it is paid."

How AI Context Works

Every Lead Note has an AI Context toggle. This one switch decides whether the note stays private or becomes an instruction for your AI.

AI Context OFF: Internal Note

The AI ignores this note in chats.

• Keep the toggle OFF when the note must stay private.
• Good for pipeline strategy, deal-risk comments, operational constraints, or anything customers should not see.
• Outcome: a private reference for human agents and your internal team only.

AI Context ON: Customer-Specific Prompt

The AI personalizes its replies for this customer using the note.

• Turn ON to give targeted instructions for this customer only.
• Good for negotiated prices, eligibility, special exceptions, custom delivery terms, or one-off instructions.
• Outcome: personalized, context-aware answers for this customer.

The Power of AI Context

AI Context transforms your AI from a general assistant into a personalized expert for every single customer. Think of it as giving the AI a secret, customer-specific system prompt.

Without AI Context

• Your private note: "This VIP client's price is $90."
• Customer asks: "What's the price for this item?"
• Standard AI reply: "The price is $100."

With AI Context Enabled

• Your private note: "This VIP client's price is $90."
• Customer asks: "What's the price for this item?"
• Personalized AI reply: "For you, the special VIP price is $90."

Step-by-Step: Set Up Lead Notes and AI Context

Part 1: Creating and Enabling a Lead Note

1. Navigate to Inbox: from your ABC Salesbot dashboard, open your Inbox and select the customer conversation you want to add a note to.
2. Select the Notes tab: on the right-hand customer panel, click the Notes tab.
3. Add a new note: click the + Add Note button to create a new note field.
4. Write your note: type the specific information you want the AI to remember for this customer only. For example: "Your promotion of product A is RM399".
5. Enable AI Context: this is the most important step. Click the AI Context toggle to enable it, allowing the AI to read and use this note in its conversation with this customer.
6. Save your note: click Save. You'll see a confirmation that "Your notes have been created successfully".

Part 2: Testing the AI Context

1. Ask as the target customer: send a message to your AI from the customer's number for whom you created the note. For example, ask "what is the price of product a". The AI will use the information from your Lead Note to provide a personalized answer (e.g., "...but right now it's RM399 with our promo").
2. Ask as a different customer: to confirm it works, send the exact same message from a different number that does not have a special Lead Note. The AI will provide the standard answer from its System Prompt (e.g., "The price of product A is RM500").

This test confirms that the Lead Note with AI Context provides a unique, customer-specific instruction to your AI.