Add internal notes

Internal notes are the private team-only record attached to any entity in Service Buddy — a client, a lead, a job, a quote, or an invoice. Use them for context that isn’t a form field: “client called, asked to reschedule,” “installer flagged subfloor damage, quote repair,” “send holiday card — long-time client.”

Unlike custom fields (which are structured data) or comments on client-facing documents (which clients can read), internal notes stay inside your team.

When to use notes

Good uses:

• Call and conversation logs: who you spoke with, what was agreed.
• Heads-ups for the next person who opens this record: “don’t call after 6pm,” “prefers text.”
• Photos of site issues the installer wants the office to see.
• Follow-up reminders that don’t need a full task.

Not great uses:

• Data you’ll want to filter on later → use a custom field or a label.
• Something you want the client to see → use a message or invoice comment instead.

Add a note

1. Open the record — client, lead, job, quote, or invoice.
2. Scroll to the Internal Notes section.
3. Click + Add.
4. Type your note in the rich text editor.
5. (Optional) Drag and drop photos, PDFs, or documents into the upload area, or click it to browse files.
6. Click Add to save the note.

The note posts immediately with a timestamp and your name. Everyone on your team who can see this record can see the note.

Edit or delete a note

Each note has an edit (pencil) icon and a delete (trash) icon in its top-right corner.

• Click the pencil icon to open the note in the editor, make changes, and click Add to save.
• Click the trash icon to delete the note.

Attach an image or file

Photos turn notes into a lightweight service log:

1. Start a new note by clicking Add in the Internal Notes section.
2. Drag a photo, PDF, or document into the upload area, or click the area to browse files.
3. Add text to the note to give the attachment context.
4. Click Add to save.

Installers often snap a photo of subfloor damage, pet stains, an awkward stair turn, or a piece of furniture the office didn’t know they’d need to move. A note with a picture is worth a lot more than one that says “watch the back stairs.”

What happens next

• Notes appear in the order they were added, newest first.
• Every note is timestamped with the author — you always know who said what and when.
• Notes stay with the record through its whole life. Converting a lead to a client? The notes carry over. Turning a quote into a job? The notes come along.
• Notes never appear on client-facing PDFs, emails, or portal views.

Tips

• Start with a verb. “Called client — confirmed Tuesday appointment” reads faster than “Client is confirmed for Tuesday appointment and I called them.”
• Tag the person if relevant. Mention a coworker’s name if the note is meant for them — “Mike to confirm parts availability.”
• Keep each note focused. Separate notes per conversation are easier to scan than one giant wall of text.
• Clean up old notes once a year. Archive decade-old gossip and keep the record tidy.

Use notes for coaching moments

When an installer handled a tricky client well or learned something the office should know, leave a note on the job. It builds institutional memory better than any training binder.

Internal does not mean totally private

Every employee with access to the record can read the notes. If you need something truly private — disciplinary records, HR conversations — use your HR system, not Service Buddy notes.

FAQ

What’s the difference between an internal note and a comment?

Internal notes are private — only your team can see them. Client-facing comments (on quotes, invoices) are visible to the client through the portal. If something should stay between you and your team, use a note. If it’s part of the conversation with the client, use a comment.

Can clients see internal notes?

No — never. Notes don’t appear on PDFs, emails sent to clients, or the public portal view. Even if a client gets the public link to an invoice or quote, internal notes are completely hidden.

Will notes carry over when I convert a lead to a client?

Yes — notes follow the record through every transition: lead → client, quote → job → invoice. The full timeline travels with the work, so the next person opening the record sees the whole history.

Who can see and edit notes?

Anyone with access to the underlying record. If a sales associate has access to a client, they see the client’s notes. Field Worker Staff see notes on the jobs assigned to them. Admins see everything.

Can I edit or delete a note after posting?

Yes — each note has edit and delete icons in its top-right corner. Edits are reflected immediately. Most retailers leave old notes intact for the audit trail and only delete clear mistakes (a duplicate, a note added to the wrong record).

Can I attach photos or PDFs to a note?

Yes — drag a file into the note editor or click to browse. Common uses: subfloor photos before tear-out, finished install photos, mill packing slips, signed change orders.

How do I tag a coworker on a note?

There’s no formal @ mention system — write the person’s name in plain text and the note shows in their timeline if they have access to the record. For urgent items, follow up in person or via a separate message.

How long are notes kept?

For the life of the record. As long as the client, job, quote, or invoice exists, its notes are preserved. Most retailers occasionally clean up very old, low-value notes (decade-old gossip) but leave business-relevant ones in place.

Related articles

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• Organize with tags