Notes: one list for every client and case

Every client now has one Notes list. Client Notes, Case Notes and the contact log are together in it, newest first. Notes are internal: they are never shown in the portal.

Your screens may use a different word for Client or Case; the steps are the same.

Part 1Find Notes

The Notes tab, in three places

On a client: open the client, then Notes. You see every note you may see, and can narrow it with All cases.
On a case: open the case, then Notes. You see that case's notes and the client's General notes.
In the side panel: click a case in a list or on the board, then Notes. Same list, narrower.

The Notes tab on a client, with About this Client on top, the box for a new note, and the list — The Notes tab on a client.

The Notes tab on a case, where the Case choice reads This case — On a case, a new note starts as **This case**.

The Notes tab in the side panel — In the side panel.

Part 2About this Client

Notes > the box on top

The text that used to be called Internal Notes now reads About this Client and stays on top of the list. It is the same text: nothing was lost. Use it for what should always be known about this client.

Click Edit in the box. If it is empty, click Add a few lines about this client.
Change the text and click Save.
Long text is cut short; Show more opens the rest.

The About this Client box being edited, with Cancel and Save — Editing the text on top.

Part 3Add a note

Notes > the box that says "Add a note..."

Type your note. Enter starts a new line.
If this client has more than one case, choose where the note belongs under Case: one case, or General for the client as a whole. A note on a case is seen by the people who can open that case.
Click Add note, or press Ctrl+Enter (Cmd+Enter on a Mac).
You see: your note at the top of the list.

Part 4Log a call or meeting

Notes > Log as

Log as replaces the old Log contact window. Use it for anything Aqvori cannot see by itself.

Under Log as, click Phone call, In person, Text message, Video call or Other contact.
You see: "Resets the check-in clock", and the button now reads Log contact.
Add what was said. You can leave the box empty if there is nothing to add.
Click Log contact.
You see: the contact in the list with its type in bold. The client's last contact date moves to today.

The note box with Phone call chosen, the words Resets the check-in clock, and the Log contact button — A phone call, ready to save.

The Log contact button at the top of a client still works. It opens Notes with Phone call already chosen.

Part 5Tell someone with @

Notes > the box that says "Add a note..."

In your note, type @.
You see: a list of the people who can see this note.
Click a name, or use the arrow keys and Enter. Then finish and save the note.
You see: "1 person was told".

The note box with the list of people open after typing @ — Type @ and pick a person.

What they receive: a notification in the bell under Needs you, with your name and the start of the note. Clicking it opens the Notes tab. They also get an email if your organization's settings and their own (My Profile > Notifications, "Someone mentioned you in a note") allow it.

Part 6See only contacts

Notes > above the list

Click Contacts.
You see: only calls, meetings and other contacts. Click All to see everything again.

The list with the Contacts filter on, showing a phone call and an in-person visit — The contact log for this client.

Part 7Correct, move or retype a note

Notes > point at a note

Point at the note and click Edit. On a phone the button is always there.
Change any of these, then click Save:
- the words;
- Log as, to turn a note into a contact or change its type;
- Case, to move it to another case or to General.
You see: the note marked "edited", and "Moved to" with the case's name if you moved it.

A note being edited, with its text, Log as, Case, Cancel and Save — Editing a note.

Editing never moves the last contact date, even when you change a note into a contact.

Part 8Delete a note

Notes > point at a note

Point at the note and click Delete.
Click Delete in the window. This cannot be undone.

The Delete this note? window with Cancel and Delete — You are always asked first.

A deleted contact stops counting for the check-in clock. The last contact date already shown does not move back.

Part 9Who can change someone else's note

Team & Access > Roles & Queues > Advanced: change what a role can do

Your own notes: anyone whose role has Cases at Edit or above can edit or delete them.
Someone else's notes: only a role with Cases at Manage.

The Edit and Delete buttons only show for people who may use them. To change who may, someone with access to this screen sets the role's Cases column:

Open Team & Access, then Roles & Queues, and click Advanced: change what a role can do.
In the role's row, set Cases to Manage.

The table of roles, with the Cases column showing Manage, Edit or Open — An example. Your roles and settings are your own.

Cases at Manage covers more than notes. It also lets that role do other things with cases, so choose with care.

TroubleshootingIf something looks different

Where did my Case Notes go?: They are in Notes on the same case. The list is newest first, with the box on top.
The automatic lines about uploads are gone.: Uploads are now in Documents and in the bell. They no longer fill up Notes.
I pressed Enter and my note did not save.: Enter makes a new line. Click Add note, or press Ctrl+Enter (Cmd+Enter on a Mac).
I do not see a colleague's new note.: Close the tab and open it again. The list does not refresh by itself.
There is no box to add a note.: Your role needs Cases at Edit. Ask a person who manages Team & Access (Part 9).
The person I want is not in the @ list.: The list only offers people who can see the note. Add them to the case first.
I still see Client Notes and Case Notes.: The one Notes list is not on for your organization yet. Everything stays as it was until it is.

Questions? Use Report an issue in Aqvori, or email support@aqvori.com.