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Notes, mentions, and the activity timeline

How notes and the activity timeline work in the Model Match CRM: rich-text notes, @mentions, #mentions, threaded replies, and system events.

In this article:

  1. One timeline per record
  2. Writing notes
  3. @mentions and #mentions
  4. Threads, editing, and deleting
  5. System events
  6. Viewing and filtering the timeline
  7. Last Activity
  8. Frequently asked questions

One timeline per record

Every record in the Model Match CRM has exactly one activity timeline, shared by everyone who can see the record. It weaves together everything that happens: notes, tasks, meetings, calls, emails, and automatic system events, all in chronological order.

This shared history is what makes the CRM work as a team tool. When a teammate picks up a record you've been working, they see the full story: what was said on the last call, what's scheduled next, and how the record got to its current status.

 

🛑 The timeline is all-or-nothing. There is no private note or hidden task: anyone with access to a record sees its entire history. Before you share a record or a list, remember you're sharing everything on those timelines. See Who can see what: privacy and sharing.

 

Writing notes

Notes are the free-form part of the timeline: call prep, meeting takeaways, background, next-step thinking.

  • The composer lives on the record's Notes tab, and the Note quick action next to the status picker jumps you straight into it.
  • Notes support rich text: bold, italic, underline, lists, and links.
  • Submit with ⌘+Enter (Mac) or Ctrl+Enter (Windows).

@mentions and #references

The composer hints at its two superpowers: "Type @ to mention a teammate · # to reference a person or company."

  • @mention a teammate to loop them in. Mentioned teammates receive an email notification with a deep link to the record.
  • #reference another CRM record to reference a person or company inline, connecting related records in your notes: for example, noting that a Loan Officer mentioned wanting to work with a specific branch manager.

🛑 Mentioning a teammate who can't see the record triggers a sharing decision. Because seeing a note means seeing the whole record, the owner or an admin gets a confirmation dialog: grant access and post, post without them, or keep editing. Teammates who aren't the owner or an admin can't mention someone without access at all. Details in Who can see what: privacy and sharing.

Threads, editing, and deleting

  • Threaded replies: every note can carry a conversation beneath it, keeping discussion attached to its context. Participants in a thread receive an email notification when someone replies.
  • Editing: only the author can edit their note, and edited notes carry an "edited" marker so no one is misled about what was originally written.
  • Deleting: the author can delete their own note; workspace admins can also delete when needed.

System events

Alongside what your team writes, the timeline records what your team does. System events are automatic, immutable audit entries covering things like:

  • Status changes
  • Records added to lists
  • Linking to Market Insights
  • Contact info edits
  • Meetings scheduled, rescheduled, or cancelled
  • Tasks completed
  • Calls logged and emails sent
  • Records shared or unshared
  • Market Insights updates applied

System events can't be edited or removed by anyone, including admins. They're the record's audit trail, and they're what makes the history trustworthy: if a status changed or access was granted, the timeline says so, says when, and says by whom.

Viewing and filtering the timeline

Three tabs on the record profile give you three views of the same history:

  • Overview shows the five most recent items, for a quick pulse-check.
  • Activity is the full timeline, with category chips (filter to just notes, just calls, just system events, and so on) and date-range presets.
  • Notes shows the composer and notes only, with the rest of the timeline filtered out.

Last Activity

The Last Activity column in the People and Companies tables (also available as a filter) reflects the most recent real activity on each record: notes, calls, status changes, and other actions by your team.

Background data refreshes and import-time enrichment never count as activity. If a record's production numbers updated overnight, its Last Activity doesn't move. This keeps Last Activity honest as a measure of your team's engagement, so filtering for stale records actually finds the records nobody has touched.

Frequently asked questions

Can I write a note only I can see?
No. Notes belong to the record's shared timeline, and everyone with access to the record sees them. If something shouldn't be visible to everyone with record access, don't put it in a note.

Why can't I @mention a certain teammate?
They don't have access to the record, and only the record's owner or a workspace admin can grant it. Ask one of them to share the record, or to post the mention themselves.

Do mentioned teammates get notified?
Yes. @mentioned teammates receive an email with a link to the record, and thread participants receive an email when someone replies.

Can I edit a teammate's note?
No. Notes are author-owned: only the author can edit. Admins can delete a note if necessary, but no one can alter what someone else wrote.

Can system events be cleaned up or removed?
No. System events are immutable by design; they're the audit history of the record.

Up next

See where notes live in context in A tour of the record profile, or review who sees what in Who can see what: privacy and sharing.