Glossary
Engagement note
The entry a CRM receives when someone watches a video: a note or activity on the contact, not a new record type.
An engagement note is the artefact a CRM receives when a video is watched. It is normally an ordinary note or activity on the contact — the same object a rep would create after a call — rather than a custom record type that requires configuration.
That choice is deliberate on the part of well-designed integrations. A note appears in the timeline the rep already reads, needs no custom object deployed, and leaves nothing behind if the integration is removed. A custom object needs deployment, permissions and training before anyone sees it.
The frequency matters more than the format. An integration that writes a note for every milestone fills a contact record with near-identical entries and trains reps to ignore the timeline. The better pattern is one note when the recipient first opens the video and one when they finish or act, with the intermediate detail written inside the second note.
For direct shares rather than campaigns, the tidiest implementations create a single note and edit it in place as the viewer progresses, so one viewing leaves one entry regardless of how many thresholds it crossed.
Volume is the thing that decides whether reps trust these notes at all. A timeline that gains an entry every time somebody moves a mouse becomes noise, and once a rep has learned to scroll past the integration's entries they will scroll past the important one too. Fewer, more meaningful notes are worth more than complete coverage.
The other question worth settling early is who owns the record. A note written by an integration belongs to nobody, and in teams where reps are measured on activity that can cause friction. Agreeing that integration notes are evidence rather than activity avoids an argument that otherwise arrives at the end of a quarter.
In Zidi
Zidi writes at most two engagement notes per campaign recipient, on top of the launch note with their link: an opened note if they have not started the video or clicked by the time Zidi syncs, and a completed note at 95 percent or a call-to-action click, with the milestones listed inside it. Copper with activities and automations turned on logs opened, 50 and 80 percent, completed and CTA clicked as separate activities instead. A directly shared view leaves at most one note, written at halfway and rewritten as the viewer progresses; Copper in that mode logs 50, 80 and 100 percent as separate activities.
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