# Comment on a CRM Contact

Every contact in your CRM has its own comment thread. Leave a note on a contact and it stays with that person forever, visible to you and to your AI Team lead, so context about a relationship never gets lost in a chat log or a task that closes and disappears.

Every CRM contact has a Comments tab right next to its details, so notes about that person live where you actually look for them, not scattered across tasks or chat threads.

Since a contact does not belong to one task or one employee, comments on it route to your AI Team lead by default. That means a note left on a contact always has someone accountable to read it and act, even when no single employee owns that relationship.

Comments support the same mention and reply patterns as the rest of the platform, so you can tag a teammate or an employee directly in a note on a contact and they get notified.

The comment body accepts markdown and has no length cap, so a quick one-line flag and a full call recap both fit the same box. A thread can be marked resolved once its follow-up is handled; resolved threads stay on the contact rather than disappearing, so the history of what was raised and closed is still there the next time someone opens the record.

The part that makes this more than a notes field is that your AI employees know the thread is there. Whenever an employee reads a contact, whether it is looking one person up or working through a whole list, it is told how many comments that contact carries. It is never handed the comment text automatically; it sees a count and goes and reads the thread when the count says there is something to read.

That split is deliberate. Carrying every note on every contact around in an employee's head would be expensive and would slowly turn into noise, while telling it nothing is worse: an employee that reads a contact without knowing a comment exists will confidently do the wrong thing. A count is cheap, it is always current, and it points at the one place the full answer lives. Resolved threads still count toward it, because a closed conversation is still context.

Access follows the same rules as the contact itself. A comment thread is only readable by people who can already open that contact record, and it is scoped to your workspace like everything else. Looking up a contact's comments is also allowed to fail quietly: if the count cannot be worked out for any reason, the contact still opens and the rest of the record still reads normally rather than the whole page breaking over a side detail.

## Where notes on a relationship actually belong

Sales and account notes tend to scatter: a line in a task, a message in chat, a mention buried in an email thread. Contact comments give that context one fixed home, attached to the person the note is about.

Because the thread lives on the contact record, anyone opening that contact later, whether it is you or an AI employee doing outreach, sees the full history of notes in one place instead of having to search for it.

## Accountability without a per-contact owner

CRM contacts are not assigned to a single employee the way a task is. To make sure a comment never sits unread, it is routed to the active leader of your AI Team so there is always someone responsible for following up.

If your workspace has no active AI Team leader yet, the comment still saves and stays visible; it simply has no automatic responder until a leader is hired.

## Comments are not the same tab as Notes or Activity

A contact drawer has three tabs that look similar but do different jobs. Notes is a single freeform text field on the contact, best for a standing summary you overwrite as it changes. Activity is an automatic log of what happened to the record. Comments is the only one of the three that is a real conversation: threaded, mentionable, and answerable.

Posting a comment on a contact does not send a message through the deterministic one-line reply path used on notifications or emails. It wakes the AI Team lead's own agent loop, the same one it uses for chat, so the lead can check the CRM or the task board before answering instead of just summarizing your note back to you. That wake goes through the same retrying, durable dispatch pipeline as a comment on a task, so a slow or failed wake does not lose the comment itself; it just delays who answers it.

## How It Works

**A comment thread anchored to the contact record itself**

Open a contact in the CRM tab and switch to Comments. Each comment is stored against that contact's ID, so it survives regardless of which task or conversation first surfaced the contact.

Because CRM contacts are shared, unassigned records, a posted comment is routed to your workspace's AI Team lead rather than a single employee. This keeps every note answerable even when the contact has no dedicated owner.

The comment thread reads the contact's live name from your connected CRM, so even if the contact was renamed after the comment was posted, the thread still shows who it is about.

## Use Cases

### Leaving context for the next follow-up

After a call with a lead, drop a comment on their contact record noting what was discussed, so the next person or employee who opens that contact has the full picture.

### Flagging a contact for your AI Team

Mention your AI Team lead in a comment on a contact to flag it for outreach or research, without creating a separate task just to carry that instruction.

### Keeping a shared record of a relationship

Instead of splitting notes about a customer across email and task comments, keep them on the contact itself so anyone touching that account later sees the same history.

### Closing the loop on a resolved question

Once your AI Team lead has answered a question raised in a comment and the follow-up is done, mark the thread resolved so the contact's Comments tab shows what is still open at a glance.

## Comparison

| Before | After |
|---|---|
| What you know about a customer lives in whichever task or chat you happened to be in the day you learned it. | The note lives on the contact record itself, so it is waiting there the next time anyone opens that person. |
| A task closes and the context somebody wrote inside it effectively closes with it. | A resolved thread stays on the contact, so both what was raised and how it was closed remain readable. |
| Nobody owns a shared contact, so a note left on one can sit unread indefinitely. | The comment routes to your AI Team lead, so there is always someone accountable to read it and act on it. |
| Your AI employee starts outreach to a contact with no idea a note was left about that relationship. | Any contact an employee reads reports how many comments it carries, so the employee knows to go and read them first. |

## FAQ

### Who sees a comment I leave on a CRM contact?

Anyone on your team with access to that contact record can see the comment thread. The comment is also routed to your workspace's active AI Team leader so a real owner is notified.

### Can an AI employee reply to a comment on a contact?

Yes. The comment wakes your AI Team leader's agent loop directly, the same one that handles chat, so it can check the CRM or task board before replying rather than just echoing your note back.

### What happens if the contact is deleted from the CRM afterward?

The comment thread degrades gracefully: it stays saved, but the contact's live name can no longer be resolved from the CRM connection, so it will not show the same title it once did.

### How is a contact comment different from the contact's Notes field?

Notes is a single field you overwrite for a standing summary. Comments is a threaded, mentionable conversation that gets routed to your AI Team lead and can be marked resolved once handled, keeping the history intact instead of overwriting it.

### Can I mark a comment on a contact as handled?

Yes. A comment thread on a CRM contact can be marked resolved once its follow-up is done. Resolving it does not hide or delete it: the thread stays on the contact so the record of what was raised and how it was closed is still readable later, and it still counts as context for anyone or any employee opening that contact.

### Does my AI employee know a contact has comments on it?

Yes. Whenever an AI employee reads a CRM contact, it is told how many comments that contact carries, including resolved ones. It is not given the comment text automatically; the count tells it a conversation exists and it fetches the thread when it needs to. That is what stops an employee doing outreach while unaware of a note you left.

### What if my workspace does not have an AI Team leader yet?

The comment still saves and stays visible on the contact. Routing looks for the active leader of your AI Team first, then falls back to the leader of another active team if you have one. If no team has an active leader, nothing is lost; the comment simply waits for a leader to be in place before anyone answers it automatically.

## Where Comment on a CRM Contact fits

Comment on a CRM Contact is part of Where their work lives.

Your AI agents manage their own workspace. Scheduled tasks run daily, weekly, or on custom cron cadences. A built-in kanban board tracks what is in progress. Every document lands in a personal Drive. A daily work journal logs decisions, outcomes, and next steps automatically.

- [Where their work lives](/en/features/workspace): Where your employees organize their work.

## Read the guide

- [Guide: Comment on a CRM Contact](/en/guide/work/crm)

## More in Workspace

- [Move a Team Member to the Bench](/en/features/workspace/bench_team): Every workspace has one Bench: a holding area for employees who are not currently on a working team. Remove someone from a team, or delete the team itself, and they land back on the Bench automatically, fully intact and ready to be reassigned. Nothing about them is deleted; only their team membership changes.
- [Task Board](/en/features/workspace/task_board): A kanban board that tracks what every AI employee is working on, in Backlog, To Do, In Progress, and Done columns. Employees create their own task cards when they do real work, and you can create cards to assign work directly. View it per employee, per team, or company-wide, and it updates live as work moves.
- [Set Your Employee's Working Hours](/en/features/workspace/work_schedule): Set how often each employee checks its board and acts on its own, from every 5 minutes up to monthly, without you asking each time. New hires start with a default hourly check-in that you can tighten, stretch, or turn into a specific daily time. The employee pauses itself automatically when there is nothing to do, it is onboarding, or credits run out, and picks back up on its own once that clears.
- [Work Journal](/en/features/workspace/work_journal): Every employee keeps a dated journal of what it did, decided, and got stuck on, written as it works, not after the fact. Open it from the employee's, team's, or organization's Drive tab to see a day's entries without reading the chat transcript. Entries carry a category (task completed, observation, decision, blocker, learning, or handoff) so you can scan for what changed. It starts on hire with nothing to configure.
- [Task Comments](/en/features/workspace/task_feedback): Comment directly on a task, Drive file, sprint, CRM contact, or notification, and @mention the person, team, or AI employee who should act on it. The mention lands as a bell notification for a person or a direct work request for an employee, both replying in the same thread. Turn any comment into a tracked task in one click, so feedback never gets lost in a side channel.
- [CRM](/en/features/workspace/crm): Every business runs on a CRM, the shared book of the people and companies it deals with. Sistava builds one in, and your AI employees run it for you. They add a prospect the moment one comes up, keep contacts current, open deals and move them down the pipeline as they progress, and write notes so nothing is forgotten. You get one clean place to see who you know, what's in flight, and what it's worth, without paying for a separate CRM.
- [Sales Pipeline](/en/features/workspace/crm_deals): Your deals live on a pipeline board, the same shape as your task board: a column for every stage, New, Screening, Meeting, Proposal, Customer, and a card for each deal showing its value and the company behind it. As a deal gets closer to won, it moves down the board. Your AI employees keep the pipeline current, opening deals, moving stages, and updating amounts, so you always know what's in flight and what it's worth, at a glance.
- [Let Your Employee Use Any Desktop App](/en/features/workspace/desktop_app_control): Your employee controls your actual desktop, not just a browser tab. It clicks, types, manages files, and runs terminal commands in real applications on your machine, the same way you would sitting at the keyboard. It works through the free Desktop Companion app and covers native software, file management, and shell tasks in one capability.
- [Let Your Employee Work with Local Files](/en/features/workspace/desktop_file_access): Connect the Desktop Companion app and your employee can read, write, list, and search files on your own computer, scoped to your home directory. Ask it to open a config, tidy a folder, or find every CSV in a project, and it works the files directly instead of asking you to paste their contents into chat.
- [Let Your Employee Run Terminal Commands](/en/features/workspace/desktop_terminal_execution): Once you pair the Sista desktop app, your employee can run real shell commands on your machine: git, npm, brew, ls, grep, and anything else you'd type yourself. Commands run as your own user with no privilege escalation, and a hard-coded blocklist rejects destructive patterns like rm -rf /, disk formatting, or piping a remote script into a shell before they ever execute.
- [Let Your Employee See Your Screen](/en/features/workspace/desktop_screen_vision): Your employee looks at your actual screen and works from what it sees, not just an API. It captures your desktop through the Sista desktop app, reads the pixels the same way you would, and can click, type, and scroll based on what it finds. That covers any app you have open, including native software, dashboards, and design tools that never had an integration.
- [Employee Drive](/en/features/workspace/drive_tab): Every document, generated image, video, screenshot, and daily work log an employee produces lands automatically in its Drive, no saving required. Browse it per employee, per team, or company-wide, as a searchable flat grid or as folders. Files preview inline, from PDFs and spreadsheets to code and video, so you rarely need to download something just to read it. Every update becomes a numbered version that you can preview or restore without losing the original file.

## Explore

- [Every feature](/en/features)
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