Three places on a customer's profile hold what your team should know about them. Use each for a different job:
| Use | For | Who sees it |
|---|---|---|
| Heads-up flag | One line everyone must see before talking to the customer — VIP, Do not service, Lost her husband in June | Your office on the profile, the dispatch board and incoming calls; techs too if you choose |
| Notes | The running record — what was discussed, preferences, history | Your office |
| Files | Documents that belong to the customer — contracts, old invoices, warranty paperwork | Your office |
None of these are ever shown to the customer.
Who can do this
Owners, admins and dispatchers (anyone who can edit customers) can add flags, notes and files.
Heads-up flags
Add a flag
- Open the customer.
- Under their phone and email, click Add a heads-up for whoever calls next (or Add flag if they already have one).
- Pick a kind:
| Kind | Use it for |
|---|---|
| Heads up | Operational — Be firm and clear. Gate code 4412. |
| Sensitive | Compassionate — Lost her husband in June, don't ask about him. Office only by default. |
| Do not service | Stop and check with the office before booking. |
| VIP | Priority handling — best tech, first available slot. |
| Note | Anything else the next person should know before they speak. |
- Type the message (up to 280 characters).
- Under Who sees this?, choose Office only (dispatchers and office staff) or Techs too (also on the tech's job screen). Picking Do not service pre-selects Techs too; switch it back to Office only if you'd rather.
- Click Put it on their file.
Where flags show up
- At the top of the customer's profile, color-coded by kind.
- On the job when you open it from the Dispatch board.
- In the caller panel when that customer calls.
- In the mobile app on the tech's job screen — only flags set to Techs too.
- In the mobile app's New job form, for Do not service only: a red Do not service pill in the customer search results and a red banner once the customer is picked (Stop and check with the office before booking.), even when the flag is Office only. The tech sees the flag, not what you wrote, and can still book with Book anyway. See Booking a job for yourself from the app.
Remove a flag
Click the × on the flag. You can remove flags you added; owners and admins can remove anyone's.
Notes
- Open the customer and click the Notes tab.
- Type in the box (use @ to mention a teammate — they get notified), or click Dictate to speak it.
- Click Add note (or press Cmd/Ctrl + Enter).
Each note shows who wrote it and when. Use the pin button to keep important notes at the top, and the trash button to delete a note (your own; owners and admins can delete any).
The Notes tab also collects notes that come in automatically:
- AI Receptionist call summaries, with a View call link.
- Web Request notes from your online booking page.
- Call notes your team typed while on a call or in the call wrap-up, with a View call link.
- Lead Notes — automatic entries such as Auto-converted: job created.
Customer notes are different from job notes. A job note can be shared with the customer on their project page; customer notes never are.
Files
- Open the customer and click the Files tab.
- Click Add, or drag files onto the tab.
Files can be up to 100 MB each. Click a file to open or download it; delete it from its row. For photos and documents from one visit, attach them to the job instead.
Files from their jobs
Under your uploads, a From jobs section lists the files your team attached to this customer's jobs, grouped by job number with the job's date next to it. Click the job number to open the job, or download a file straight from the row. These rows are read-only here — to remove one, open the job. If the customer has no files of their own yet, the empty tab still says Files on this customer's jobs show here too. The tab's count includes both kinds, and a note at the bottom tells you when only the latest 100 job files are shown.
The same files appear on the customer's Timeline, each marked on job …, so you can find a document by date as well. See Viewing a customer's service history.
