Contact notes and conversation history in Messello

Every contact in Messello carries their full history with you — every past conversation across every channel, in one profile — plus private notes your team can leave for each other. That means any agent can pick up where the last one left off.

View the contact timeline

Open a contact from Contacts or click their name in a conversation's sidebar at app.messello.com. Their profile shows previous conversations in date order, no matter which channel each one came in on — WhatsApp, email, Instagram, live chat, and more all appear together.

1. Open the contact profile.
2. Scroll the Previous conversations list.
3. Click any entry to open the full message thread.

Why a unified history matters

Because Messello ties every channel to one contact, you never ask a customer to repeat themselves. An agent replying on email can see what the customer asked on WhatsApp last week, along with how it was resolved.

Add a private note

Notes are internal — customers never see them. Use them to flag context, share account details, or hand off a conversation.

1. Open a conversation and switch the reply box to Private Note.
2. Type your note. Mention a teammate with @ to notify them.
3. Send. The note appears in the timeline, visually distinct from customer messages.

You can also add standing notes to the contact profile for information that applies to every conversation, such as "VIP account" or "prefers email."

Read the full activity

The timeline captures more than messages. You'll also see status changes, assignments, and attribute updates, so you understand not just what was said but how the conversation was handled.

Tips

• Skim the timeline before replying so your response reflects the whole relationship.
• Use @-mentions in notes to loop in the right teammate without leaving the conversation.
• Store structured facts as fields instead of notes — see custom attributes.
• Keep one clean record per person by merging duplicates. See manage contacts.