What Are Client Notes?
Client notes are internal staff memos attached to a client record. They are never visible to the client — they appear only in the admin panel for staff members. Notes are append-only; once added they cannot be edited or deleted, ensuring a complete and tamper-evident record of staff observations.
Accessing Notes
Go to Admin → Clients → [Client record] → Notes tab.
The notes list shows all notes for this client in reverse chronological order (newest first), unless a sticky note exists — sticky notes always appear at the top.
Note Entry Columns
| Field | Description |
|---|---|
| Author | Name of the staff member who wrote the note |
| Timestamp | Date and time the note was created |
| Body | The note content |
| Sticky | Whether the note is pinned to the top of the client record |
Adding a Note
- Navigate to the Notes tab on the client record.
- Type your note in the text field.
- Optionally check Sticky to pin the note (see below).
- Click Add Note.
The note is saved immediately and attributed to the currently logged-in staff member. The timestamp is recorded in UTC.
[!TIP] Keep notes factual and professional — they may be reviewed during audits or by other staff. Avoid abbreviations that other team members may not understand.
Sticky Notes
A sticky note is a note marked as important enough to always appear at the top of the notes list and on the client record header, highlighted in yellow.
Use sticky notes for information that every staff member should see before interacting with the client, such as:
- "Client is on a custom billing arrangement — do not auto-suspend"
- "Confirmed fraud risk — do not provision new services without manager approval"
- "VIP account — escalate all tickets to senior staff immediately"
- "Client on payment plan — overdue invoices are expected until [date]"
To mark a note as sticky, check the Sticky checkbox before clicking Add Note. An existing note cannot be made sticky retroactively (notes are immutable). Create a new sticky note to replace outdated sticky information.
[!IMPORTANT] Multiple sticky notes are allowed. If a client has several sticky notes, all of them appear in the yellow highlighted area on the client record header. Remove the need for old sticky notes by adding a new one that supersedes them — explain in the body that previous sticky notes are no longer relevant.
Append-Only Behaviour
Notes cannot be edited or deleted after saving. This is intentional:
- It preserves an accurate record of what was communicated and by whom.
- It prevents staff from retroactively altering the history of a problematic account.
- It supports dispute resolution — you can always see what was known at what time.
If a note was added in error, add a follow-up note explaining the correction (e.g. "Previous note incorrect — client is not on a payment plan. Disregard.").
Notes in Activity Log Exports
Client notes are included in activity log exports. When exporting a client's full activity history (Admin → Client → Activity Log → Export), notes appear as timestamped entries alongside login events, profile changes, and service actions.
Use Cases
| Scenario | Example note |
|---|---|
| Phone call summary | "Called to discuss invoice INV-00105. Client agreed to pay by 2026-04-20. No escalation needed." |
| Fraud flag | "Chargebacks filed on orders ORD-00031 and ORD-00035. Account under review." |
| Migration note | "Account migrated from WHMCS on 2026-03-01. Historical invoices pre-loaded manually." |
| Special arrangement | "Client negotiated 15% discount on annual hosting. Agreed by [manager] on 2026-01-10." |
| Data retention | "Client requested data deletion under GDPR. Ticket #2201. Completed 2026-04-10." |