For more information about the types of notes you can capture for organizations and contacts, see About external organizations, contacts, relationships, and notes. To see the notes that an agent enters during an interaction, view the Interaction History. For more information, see View the interaction history for a contact. 

  1. Click Directory > External Contacts.
  2. Click the Contacts tab.
  3. If necessary, search for the contact.
  4. Click the contact.
  5. Click Add Note.
  6. Type the note.
  7. Click Save.

  1. Click Directory > External Contacts.
  2. Click the Contacts tab.
  3. If necessary, search for the contact.
  4. Click the contact.
  5. In the Notes section, click More .
  6. Click Edit.
  7. Type your changes.
  8. Click Save.

Note for Salesforce users: When you delete an organization, contact, relationship, or note from SalesForce, it may take up to 4 hours for it to be deleted from Genesys Cloud.

  1. Click Directory > External Contacts.
  2. Click the Contacts tab.
  3. If necessary, search for the contact.
  4. Click the contact.
  5. In the Notes section, click More .
  6. Click Delete.
  7. Click OK.