Atlas
FeatureInternal notes, what the office knows and the customer never sees
In Atlas, a note goes on the customer record, the building, the unit or the job. The technician reads the one on their job, and the customer never sees internal notes.
In short
An internal note is information the team needs and the customer does not have to read: a door code, an instruction, a difficult tenant, a detail from the last visit.
- Where to write it
- Customer record, building, unit, or job
- Who reads it, at the office
- The company account
- Who reads it, in the field
- The technician sees the note on their own jobs, and only that
- Who reads it, on the customer side
- Nobody for record, building and unit notes. The job note, unless hidden
- Hide from the customer
- A box on the job note, shown once the customer's portal is open
- In emails
- Never, no note goes into a notice sent to the customer
- Format
- Plain text, no attachment or photo
In Atlas it goes in one of four places, wherever it is useful. On the customer record, on the building, on the unit, or on the job itself. The first three stay at the office. A job note goes to the technician doing the visit, and the customer can read it in their portal unless you tick « Hide this note from the client ». Atlas no longer has a separate notepad, has no to-do lists and sends no reminder about a note.
Where should a note go so it gets used?
Where someone will look for it. Something about the whole customer goes on their record, a door code on the building, an apartment detail on the unit, today's instruction on the job.
- On the customer record
- What holds for the whole relationship: who to call, how the customer likes to be reached, a negotiated condition. The customer never sees it, even with an open portal.
- On the building
- Access and building quirks: where to park, who has the keys, the delivery entrance. It stays at the office.
- On the unit
- What concerns one door: a pet, a tenant who is out in the morning, a treatment already refused. It stays at the office, right where you prepare the next visit to that address.
- On the job
- What the technician needs for this visit, or what they found. It is the only note that travels to them, and the only one the customer can read.
What does the technician see, and what do they not see?
They see the note on each of their jobs, in their space, even without signal. They do not see customer record, building or unit notes, or their colleagues' jobs.
An instruction for Thursday's visit therefore goes in Thursday's job. That is where the technician will open it, at the door, with the address and the time. An instruction on the customer record is useful at the office, but it does not reach their phone.
The « Hide this note from the client » box hides nothing from the technician. It removes the note from the customer's portal, and that is all. Information the technician must not read does not belong in a job note.
How can I be sure the customer will not read an internal note?
Record, building and unit notes never leave the office. For a job note, tick « Hide this note from the client »: it is then removed from what their portal receives, not just hidden on screen.
The box only shows once the customer's portal is open. Until then the customer has no way to read anything, so there is nothing to hide. No note, hidden or not, goes into the emails sent to the customer, confirmation, reminder, change or cancellation.
The customer has their own notepad in the portal. What they write there never reaches the company. It is not a messaging tool, it is a notepad that belongs to them.
What notes do not do
- There is no separate Notes screen any more, and no shared team notepad. A note lives on a record, a building, a unit or a job.
- No to-do lists, and no reminder sent about a note.
- No photo or file attached to a note.
- The technician only sees the note on their jobs, not record, building or unit notes.
- « Hide this note from the client » does not hide it from the technician.
Frequently asked questions
No. They only see the note on their own jobs. To pass an instruction to a technician, write it in the job concerned.
Never the notes on their record, buildings or units. A job note appears in their portal unless you tick « Hide this note from the client ».
No. The box only removes the note from the customer's portal. The technician still reads it in their space.
It was removed on September 7, 2026. It duplicated the notes on records and jobs, which remain and which the whole team finds in the right place.
No. No notice sent to the customer, confirmation, reminder, change, cancellation or visit completed, contains a note.
See where notes go
The demo opens with no account. Open a job, write a note, then look at the customer's portal.