Write to the customer or leave a team note on a job

Each job has two places to write. Comments go to the customer. Private notes stay inside your team, for example “Customer dropped the phone in water, check the board.”

Comments or private notes?

	Comments	Private notes
Who sees it	Your team and the customer	Only your team
Can the customer reply?	Yes, from their portal or tracking page	No
Sends the customer a message?	Yes, the ways you tick	Never
Photos and files	Yes	No (text with formatting only)

Each tab reminds you. Comments say “Customer can see everything here”. Private notes say “Only your team can see this”.

Before you start

• It works the same on a computer and a phone. Open the job and use the Comments or Private notes tab. On a phone, the tabs are the rounded buttons under the job number. New to the phone app? See Getting around on your phone.
• Only staff logins can use private notes.

Write a comment to the customer

1. Go to Jobs and open the job. Then click the Comments tab.

   You can also use Job actions › Add comment from anywhere on the job. On a phone, tap ⋮ › Comment.

2. Click Add comment.

3. Type your message in Comment. Or click Quick reply and pick a saved message.

4. If you like, add photos or files in the upload box.

5. Tick how the customer should hear about it: Mail, SMS, In-app or WhatsApp.

6. Click Send to customer.

   You see “Comment added”. The comment shows at the top of the list.

Desktop

Write a private note

1. Open the job and click the Private notes tab.

2. At the bottom, find the empty note that says “Notes only your team can see.”. Click the Edit (pencil) button on it.

3. Type your note. You can use bold, lists, tables, links and a background colour.

4. Click Save private note.

   The note is saved. It shows “Last edited by” with the name and time.

Desktop

Done!

The customer sees your comment in their portal and tracking page, and gets it the ways you ticked. Private notes stay inside your team.

Good to know

• The ticked message types for comments come from Settings › Customers & messaging › Default notification settings.
• When a customer writes a comment, your Admin and Reception staff get an email. The dashboard shows an Unanswered comments card (“Waiting for a reply.”) until someone on your team replies on that job.
• Deleting. You can delete your own comments with the trash icon, after you confirm “Delete this comment?”. Any staff member can delete a private note.
• WhatsApp opens with the comment already typed. You press send.

Quick replies

Available on Basic and above

Quick replies aren’t available on Lite.

Compare plans

A quick reply is a saved message. You can put it into any comment box with one click: comments, status changes, giving out jobs, deliveries and quotation approvals.

• To use one, pick it from Quick reply above the comment box.
• To save what you typed as a new one, open Quick reply and click Save this reply.
• To see and change all of them, go to Settings › Jobs & repairs › Quick reply.

Something not right?

• The customer didn’t get the comment: check which message types you ticked. See SMS isn’t being delivered.
• You don’t see Quick reply: your shop is on the Lite plan. See Plans and what’s included.