> For the complete documentation index, see [llms.txt](https://fotello.co/university/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://fotello.co/university/customers/internal-notes.md). # Internal Notes Keep private notes for orders, customers, and customer teams. Internal notes are private reminders for your own team. Use them for details worth knowing before a shoot or edit, such as a gate code, parking instructions, a billing quirk, or a brand rule. Notes never appear to customers. They are not shown in the customer portal, on invoices, or in delivery emails. ### Where notes live Fotello keeps internal notes at three levels. All applicable notes appear together on an order. * **Order note** — Applies to one order. Use it for details specific to that shoot. * **Customer note** — Applies to one customer on one customer team. Use it for an agent's preferences. * **Team note** — Applies to a whole customer team. Use it for rules across a brokerage or office. Add a note at the level where it stays true. A parking instruction for one address belongs on the order. A brokerage logo rule belongs on the team. ### Add a team note 1. Go to **Customers → Teams**, then select the customer team. 2. On the **Details** tab, find the **Internal Team Note** card on the right. 3. Click **+** or **Add notes**. 4. Enter the note, then click **Add**. To update a team note, click the pencil icon, edit the text, then click **Save**. A team note appears on every order for that team. Keep it to details that apply across listings. ### Add a customer note 1. Open a customer from **Customers** and stay on the **Details** tab. 2. Find the **Internal Customer Notes** card in the right column, below **Social Media**. 3. Find the row for the customer team the note applies to. 4. Click **Add note**, or click the pencil icon to edit an existing note. 5. Enter the note, then click **Add**. The card has one row for each customer team the customer belongs to. Each row shows the customer's role on that team, so you can keep a separate note for each team. The card appears after you add the customer to at least one customer team. Customers who are not on a team can still have an order note. ### Add a note to an order 1. Open the listing, then select the **Orders** tab. 2. Find the **Internal notes** card with the order details. 3. Click **+** or **Add note**. 4. Enter the note, then click **Add**. To edit an order note, click its pencil icon. ### How notes appear on an order The **Internal notes** card stacks every note that applies to the order. This gives your team the full context in one place: * The order's note, labeled **Order's Note**. * The team note, labeled with the customer team's name. * A customer note for each customer on the listing, labeled with that customer's name. Team and customer notes are read-only on an order because they belong to the team or customer. Click the pencil icon beside one to open the page where you can edit it. Editing a team or customer note updates it everywhere, including orders already delivered. ### Who can see internal notes Owners and Admins can see internal notes on every order. They can add and edit notes at all three levels. Photographers can see internal notes on listings assigned to them. This keeps the shoot brief with the job. Only Owners and Admins can edit team and customer notes. See [Roles & Permissions](/university/teams/roles-and-permissions.md) for the full permission model. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://fotello.co/university/customers/internal-notes.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.