Using internal notes properly

The most useful and most dangerous field in the system.

What they are for

Context the next colleague needs and the customer should not see: “This account is three invoices overdue, check with accounts before promising anything,” or “Customer is technical, skip the basics.”

What they are not for

Opinions about the customer. Assume every note will one day be read aloud — in a dispute, in a subject-access request, or by a new colleague who repeats it. Write nothing you would not defend.

A good note

Short, factual, and useful to someone who arrives cold: what was tried, what was ruled out, what is agreed, what is still unknown.