Daily Work - Getting Better
Adding Notes
A note is saved in the conversation, the messages and calls in the middle of the screen. Only people working the task — OnePath and the business — see it; never the customer.
Quick Answer - 30 Seconds
To add a note: Add note (bottom left of the message box) → type → Save note → Reply instead to go back to messaging.
The box turns light orange while you're writing a note. Orange means the customer will never see it.
Write a note
- Click Add note in the message box. The box turns light orange and says Internal note. [Customer] will not see this.
- Type your note.
- Click Save note.
The note appears in the conversation as Note · [your name], with the time. Anyone who opens the task later reads it there.
The box stays in note mode. Click Reply instead before you write to the customer again.
Check the color before you send
White box = the customer gets it. Orange box = only people working the task see it.
What to put in a note
Write what the next person needs to pick up without calling you:
- What was agreed: "Booked Thursday 9-11 AM. Customer confirmed."
- What the customer prefers: "Call after 4 PM. Texts are fine."
- Access details: "Unit on the roof. Gate code at the side door."
- What you tried: "Called 10:15 and 11:30, no answer. Texted at 11:32."
- Why you're passing it on: what the issue is and what's still open.
Skip what the conversation already shows. Calls, texts and emails are all in it, and a call card carries its own summary.
| ❌ Too thin | ✅ Useful |
|---|---|
| "Called" | "Called, booked Thu 9-11 AM, she confirmed" |
| "No answer" | "Called 2x, voicemail once, texted at 11:32" |
| "Angry" | "Upset about the delay. Apologized, moved to Thu AM" |
Next actions: your to-do list
Next actions in the right column lists what's still open on the task. OnePath adds some on its own, like Add the service address. You add your own.
Add one:
- Click Add a new action… under the list.
- Type it, for example "Call Renata back after 4 PM".
- Press Enter. It joins the list with Added by [your name].
Tick one off: click the checkbox next to it (Mark done). It moves to Show N already done at the bottom. Click the green check there (Put it back on the list) to undo.
Change one: click its text, edit, press Enter. Escape cancels.
Remove one: hover it and click the bin (Delete this action).
The counter next to Next actions says how many are left.
Notes and Next actions, together
| You want to… | Use |
|---|---|
| Record what happened | A note |
| Remember to do something on this task | A row in Next actions |
| Remember to come back later, at a set time | Remind me… (its Why joins Next actions) |
Quick Tips
- ✅ Write the note right after the call - while the details are fresh.
- ✅ Put times and dates in - "after 4 PM", "Thu 9-11 AM".
- ✅ One row in Next actions per step - easy to tick off.
- ❌ Don't write customer-facing text in a note - they will never get it.
- ❌ Don't retype the call - the call card already has the summary.