You can make activity notes about a contact directly in the middle panel messaging box. Start by clicking on the 'Activity' icon shown as a clock next to 'Reply + Close'. If you don't want to mark the message as closed then you can add a new activity by clicking on 'View All' in the right panel then 'New Activity'. Now you will be able to add make note of the communication, add comments and select a callback date to assign to a staff member.
