Customer Memos
Customer memos are a dated running log of what happened on a customer account: a call you made, an agreement reached, a status change, a promise to follow up. They are the account's history in plain language.
Memos are deliberately separate from two other things they are easy to confuse with:
- The customer's free-text Notes field -- a single editable block of admin notes on the account. Memos are a list of dated entries you append to, not one block you overwrite.
- Ops-issue Notes (the Notes section) -- categorised, assignable issues that can be promoted to a service job or quote. Memos have no category, assignee, or workflow; they are just log lines.
Where Memos Live
Memos belong to a customer and are managed in one place:
- Customers → [customer] → Activity tab → Memos & call log -- the running log for this account, at the top of the Activity tab (memos also appear interleaved in the timeline below it).
A memo is always on one of your own control room's customers (why).
The Log a note quick action in the customer page header (managers only) jumps straight to the Activity tab and focuses the composer.
Adding a Memo
In the Memos & call log section:
- Type the memo into the Add a dated memo box -- for example, "Phoned customer, confirmed new keyholder is the daughter (Sarah)."
- Optionally say How did it go? -- Reached, No answer, Left message, or Emailed.
- Optionally set a Follow up -- Tomorrow, In 3 days, or Next week.
- Click Add memo (or Add memo + follow-up when you booked one). ⌘/Ctrl + Enter posts too.
The memo is stamped with your name and the date and time it was added, and appears at the top of the log. The name is the person's own -- the staff profile name where one exists, otherwise the seat label, otherwise the account name -- and it stays on the memo after that person leaves the team, so the log always says who.
The outcome
The outcome you pick shows as a small badge on the memo -- green for Reached, amber for No answer. It exists so the account can answer "have we actually got hold of these people?" without anyone reading through the prose. Leave it blank on memos that are not a contact attempt (an agreement recorded, a status change).
The follow-up
Booking a follow-up creates a real ticket on this customer, assigned to you, due at 09:00 on the day you chose, with the first line of your memo as its text. It lands in the same queue as the rest of your chase work rather than in a second, quieter list — so a promise to call back on Thursday is something the system will actually remind you about.
The memo is saved before the follow-up is attempted. If the ticket fails to create, you are told so separately and the memo is still there — a failed reminder never throws away what you typed.
The same composer, with the same two rows, is used on deals, jobs, quotes and tickets. On a deal the follow-up books the deal's next step instead of making a ticket, because that is the date the pipeline board chases by.
The Memo Log
Each memo shows:
- The date and time it was added
- A Pinned badge when the memo has been pinned
- The outcome badge, when one was recorded
- The memo text
Memos are ordered pinned first, then newest to oldest.
Pinning
Use Pin on any memo to float it to the top of the log -- handy for a standing instruction or a fact every operator/admin should see first (e.g. "Account on hold pending payment — do not dispatch"). Click Unpin to return it to date order.
Deleting
Use a memo's Delete button to delete it. This cannot be undone.
Adding, pinning, and deleting memos requires the manage customers permission (supervisors). Other users see the log read-only.
Every memo add, pin, and delete is recorded in the company audit trail, so account-history changes are accountable.