Notes and files keep customer context close to the record. Use notes for internal context and files for supporting documents, screenshots, estimates, intake forms, or handoff material.

What this guide helps you do

• Add notes that teammates can understand later.
• Upload and review files attached to a customer record.
• Use AI to summarize or draft notes without exposing private data publicly.

Before you start

• Confirm the note or file belongs on this customer record.
• Remove private information that should not be stored or shared.
• Use clear titles and filenames so teammates can search later.

Do it manually

1. Open the customer record.
2. Use Add note to write an internal note with a clear title and useful detail.
3. Use Files or the file attachment control to upload relevant documents.
4. Attach files to a note, task, email, or activity when that connection matters.
5. Preview or download files only when you have a business reason.
6. Refresh the timeline and files panel to confirm the note or file appears.

Ask Faster AI

• Summarize this call transcript into an internal customer note and mark action items separately.
• Draft a short handoff note for this customer using recent timeline context. Do not email it.
• Review attached files and tell me which one looks relevant to the open task, without sharing private details publicly.

Review before saving or applying

• Do not add passwords, credentials, payment details, or unrelated personal information.
• Check file names and note titles before saving.
• Use customer-facing emails only after separately reviewing message content.

Common issues and fixes

• If a file does not upload, check file size, type, and connection.
• If a note is on the wrong record, copy the useful content to the correct record and flag the mistake.
• If teammates cannot find a file, rename it with customer, date, and purpose.

Customer 360 overview

For why notes and files should live on the customer record instead of in one person's memory, read the Customer 360 overview. Customer 360: Every Interaction on One Timeline.

Safe customer context for AI

For how internal notes should help task-scoped AI work without leaking into public or customer-facing copy, read the customer context article. Giving AI Your Customer Context (Safely).

AI review replies

For why the review and your reply should become part of the customer record, read the AI review replies article. Replying to Reviews with AI Without Sounding Like a Robot.

Connected workflows

• Review Money activity for a customer
• Create a welcome journey
• Create a lead capture form

Placeholder media

• Screenshot placeholder: add an annotated screenshot of add notes and files to a customer with customer names, emails, phone numbers, amounts, file names, and private notes blurred.
• Video placeholder: add a short walkthrough that starts in Customers, shows the manual path, then shows how to ask Faster AI and review the result before saving, sending, merging, or assigning work.

Related help

• Understand Customer 360
• Create customer tasks and reminders
• Compose customer email from a record