Notes and the activity timeline
Team notes with authors, and the record of what happened.
A lead keeps two kinds of history: notes your team writes, and a timeline of what happened to it. Both are on the lead, under the Notes and Activity tabs.
Notes
Write in Add a note and click Add note. Each note shows its author and time, newest first, so a teammate can pick up a lead without asking. Only the author can edit a note. The author, an owner or an admin can remove one, and a removed note is kept out of sight rather than erased. A note written by someone who has since left your team reads Team member.
The activity timeline
The Activity tab lists, newest first, what your team did and what the customer did. Team entries name who did it: changed status from one to another, set the lead value, updated Details, added, edited or removed a note, updated the tags, merged another lead into this one, changed the name, the email address or the phone number. Someone means the person is no longer in your company. Edits to the address, city, service or appointment are not recorded.
Customer entries come from what was captured: Submitted the form with the page it was on, Answered call received or Missed call received with the duration and links to the recording and transcript, Started a chat, and Visited followed by the pages of each visit. When a repeat submission was combined onto this lead, the timeline reads "This customer came back; the new submission was combined with this lead".
A future appointment is shown above the timeline as Upcoming appointment; a past one takes its place in the history. Above the feed, a Customer journey strip counts the visits, pages and channels behind the lead and, when known, how long it took to convert and on which page.