For the crew and the customer
A message thread on the job, not in somebody phone
Messages stay on the job. Internal notes stay internal.
- Customer-visible or internal
- Unread count per job
- Read it on the phone, no app
Two kinds of note, one place
A note is either customer-visible or internal. The customer sees only the first kind, in order, on the job. The rest is yours.
The customer writes back in the same thread
A reply from the customer arrives on the job as a customer reply, next to what was already said, instead of starting a second conversation somewhere else.
Unread, per job
The job list carries a count of what has not been read, so a question does not sit unanswered for two days because nobody opened the right screen.
Questions
Can a customer see internal notes?
No. Internal notes are never rendered on the customer side.
Where do staff read it?
On the job page, or from the job on their phone.