# Customer notes and reminders

Keep internal customer notes, attach supporting files and set reminders for follow-up.

*Release 3.3 · operator, supervisor*

**Settings › General Settings › Admin**

## What it is

**Notes** stores internal information about a customer for operators to use later. You can attach files and set a reminder from a note. Notes can follow the customer across linked visitor identities within the same website.

## Who uses it and why

Operators record preferences, context and follow-up details. Supervisors review those notes when supporting an operator or continuing work with a customer.

## Where to find it

Open the visitor's **Notes** panel. Use **All** to see the available notes or **Mine** to see your own. The mobile notes list also has **Search Notes**.

## How it works

In the mobile notes editor:

1. Open **Notes** and use the plus button to add a note.
2. Enter text in **Note**. Empty notes cannot be saved.
3. Add attachments using the attachment button, or use the camera control where available.
4. Optionally enable **Set Reminder**, choose **For**, **Date** and **Time**, then select **Done**.

The list shows the author and creation time, with newer notes first. The mobile note menu lets you edit, duplicate, copy or archive a note. Archiving hides it from the active list and removes its associated reminders from active reminder handling. **Undo** is available briefly before mobile archiving completes.

On desktop, **Edit** opens **Edit Note**, where you change **Note Text**. The desktop **Delete** action asks for confirmation and archives the note.

## Configure it

Ask Powerfront to change **Enable Notes** for your website. It is on when no value has been set.

You manage each note and reminder in **Notes**. Removing an attachment in the editor and saving removes its association with that note.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Notes | Settings › General Settings › Admin | website | On | Powerfront, on request | Makes the Notes feature available to operators. |

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Note | Notes | Yes | Stores the text of your customer note. |
| Note Text | Edit Note | Yes | Edits a desktop note, with a limit of 500 characters in this editor. |
| Set Reminder | Notes | No | Adds a reminder to the note. |
| For | Notes | No | Selects the operator who receives the reminder. |
| Date | Notes | No | Sets the reminder date and is required when setting a reminder. |
| Time | Notes | No | Sets the reminder time and is required when setting a reminder. |

## Limits and good to know

- Notes are internal operator information; saving one does not send a visitor message.
- **All** includes active notes for the selected visitor and linked visitor identities in your website.
- **Mine** filters by the note's author.
- The attachment picker accepts images, video, audio, PDF, Word and Excel documents.
- The upload control rejects files above 25 MB, or above 100 MB when the selected current conversation is Apple Messages. Passing that check does not guarantee the upload will be accepted.
- Archiving is different from permanently erasing stored information.
- A reminder requires both a date and a time.
- The desktop **Edit Note** form accepts up to 500 characters. The mobile editor does not apply that same text-length check.

## Depends on and works with

### This feature uses

- **Configured in** Admin settings and feature switches (managed by Powerfront): Powerfront manages the website's Enable Notes switch.
- **Works better with** [Operator reminders](CHAT-013.md): A note can carry an operator reminder.
- **Works better with** [Calendar appointments and reminders](CON-032.md): Note reminders also appear in the calendar workflow.
- **Works better with** [Contact merge preview and assignment](CRM-004.md): Notes include records associated with linked visitor identities in the same website.

### Used by

- **Required by** [Operator reminders](CHAT-013.md): These reminders refer to visitor notes rather than independent tasks.
- **Required by** [Task notes and operator reminders](ENG-024.md): Each reminder is linked to a visitor note.
- **Enhances** [Visitor and conversation information panels](CON-017.md): Visitor notes can be read in the Notes panel.
- **Enhances** [Calendar appointments and reminders](CON-032.md): Visitor notes can have reminders that appear in the calendar.
- **Enhances** [Mobile console](CON-033.md): Mobile notes and reminders add customer follow-up context.

## FAQ and troubleshooting

### Why can I not see Notes?

Powerfront can check whether **Enable Notes** is enabled for your website.

### Why can I see a note written against another visitor?

INSIDE includes notes from visitor identities linked to the same customer within your website.

### Why will my note not save?

Enter some note text. If **Set Reminder** is selected, also supply the reminder date and time.

### Can I recover an archived note using Undo later?

**Undo** cancels archiving during the brief confirmation period. The active notes list does not provide an archive browser for later recovery.