Add an internal note to a case

A noteNotes Internal notes on a case that only people whose role allows it can see; clients can't see them unless the firm changes that. is a document kept on a case for your team, such as a call summary or a draft letter, with any files that go with it. Staff see every note on a case. Clients don't see notes unless your firm has given the clients role access to them.

1. 1

   Start a new note

   On the case, open Notes and choose New.

2. 2

   Name it and choose readers

   In Add Note, fill in:

   • Title. Commas, colons, question marks and quotes can't be used.
   • Visibility: the roles that can see it. Only roles that can read notes are listed, and staff see every note whatever you choose.

   To start from a templateTemplate A reusable feed post, form, e-sign, note or task kept in the Library and copied onto cases., such as a letter, choose Templates and pick it, such as Case Representation Letter. It fills in the title and Visibility, and brings its document and files.

   Choose Create Note.

3. 3

   Add the document

   A template's document opens straight away. Otherwise, in Add a new page, choose Blank page, or From Upload to pick a PDF or Word file. A Word file is converted to PDF first, which takes a moment. Each note holds one document.

4. 4

   Write the note

   Use the editing tools to type, draw or highlight on the page. Your changes save as you go, and "All changes saved!" shows after each. If a save fails, the editor shows "Your latest changes couldn't be saved." until a save goes through. Choose Retry to try again; it also tries again when your connection comes back. Closing then offers Retry or Leave anyway. Choose Close when you're done.

5. 5

   Attach files

   To add files, such as photos or a recording, choose Edit Media in the note's Action list. Choose + to add a file and × to remove one, then SAVE.

What happens next

Nobody is notified. The note is listed under Notes, with its roles under Visibility and its files under Media. People in those roles can open it, and you and staff who moderate notes can change it from its Action list:

• Edit Note opens the document, and Edit Settings changes the title and Visibility.
• Edit Media adds or removes files.
• Duplicate Note copies it, document and files included, and Delete Note removes it.

If something goes wrong

• "Required inputs cannot be empty!" Fill in the title and choose at least one role under Visibility.
• "We couldn't convert this document. Please attach a different file to continue." Attach another file, such as a PDF.
• New is greyed out. The case is closed, and notes can't be added or changed until it's reopened.

Your firm may have changed what each role can do on a case. If an option described here is missing, ask an Admin of your hub.