Intraoffice Notes Overview

Intraoffice Notes is an internal collaboration space designed to keep your support team and agent team in sync, and to maintain a long-term history of every Business's important conversations and decisions. Notes are visible only inside your agency — Businesses never see them.

Anyone on the agency team can leave a note against a specific Business, or post a general team update. Before making any change to a Business — billing tweak, agent configuration update, telephony swap — your team should check past notes for that Business to understand prior context, prior issues, and prior commitments made to the Business.

Viewing notes

The Intraoffice Notes page lists all notes in reverse chronological order. Each note shows the author, time posted, title, body, and the linked Business (if any). Use the Businesses filter at the top right to narrow the feed to a single Business and review its full history.

Creating a note

Click + Add Note to open the create panel. Fill in:

• Title — short summary (e.g. "Subscription upgrade discussion").

• Note — full context, up to 600 characters.

• Businesses — link the note to a specific Business, or leave empty for a general team-wide note.

• Business Agent — once a Business is selected, you can optionally pick one of that Business's agents to scope the note to a specific agent. Use this when the context is agent-specific — for example, a prompt tweak, voice setting, or behaviour change tied to a single agent rather than the whole Business.

When Intraoffice Notes help

Some real-world examples where past notes save the team from costly mistakes:

• Billing changes: Before applying a new coupon or changing a Business's package, the team can see that "Refund processed last month — do not double-charge" or "Owner promised 10% discount on renewal."

• Agent configuration: Before editing agent prompts or voice engine settings, a note like "Owner specifically requested formal tone, do not change to casual" prevents reverting a deliberate choice.

• Subscription & renewals: Notes such as "Client wants to add 2 more agents next month" or "Considering downgrade — follow up in 2 weeks" give sales and support a shared view of pipeline activity.

Team notifications

Whenever any agency member creates a note, we send both an in-app notification and an email to the rest of the agency team. This keeps every teammate in sync in real time, even if they aren't actively viewing the Intraoffice Notes feed.

Edit & delete permissions

You can edit or delete only the notes you authored. Notes created by other agency members are read-only for you — you can view them in full, but the edit and delete controls won't appear. This protects the integrity of every teammate's history.

Best practices

• Always link the note to the right Business — it makes future filtering trivial.

• Write a clear title; future teammates scan titles first.

• Capture decisions and promises, not just events ("Promised free month if downtime > 2h").

• Check the Business's notes feed before any configuration, billing, or agent change.

Frequently Asked Questions