Internal notes are like digital sticky notes attached to your customers in Paythen. They allow you to add important context, track special requests, or keep relevant information handy for your whole team. These notes are only visible to logged-in team members and are never shown to customers. This guide explains how to use the internal notes feature effectively.
Key benefits
Shared Context: Keep everyone on the same page regarding customer interactions or special circumstances, progress, links to their data in other systems, and more with all context in one place.
Efficiency: Reduce the need to search through emails or other systems for customer-specific information.
Summary
Visibility: Only logged-in team members can see, add, edit, or delete notes.
Identification: Customers with notes have a distinct "note" icon next to their record on the main Customers page, making them easy to spot.
Multiple notes: You can add as many notes as needed for each customer.
Any status: You can add internal notes for customers with any status, including completed, cancelled or overdue customers.
Attribution: Each note shows which team member added or last edited it, along with the timestamp.
Formatting: Notes support rich text formatting, including bold, italics, links , bullet points, numbered lists, and even emoji 🎉.
Adding an internal note
There are two ways to add an internal note to a customer record in Paythen:
Method 1: From the Customers listing page
Navigate to the Customers page in your Paythen dashboard.
Find the customer you want to add a note for.
Click the more options menu (...) next to the customer's record.
Select "Add an internal note" and add your note
Method 2: From the Customer detail page - if you're viewing the customer summary / detail page as a logged in user, you can use the handy admin controls there directly by clicking the note icon to view and add notes.
Viewing internal notes
Customers listing page: Look for the "note" icon next to a customer's name. Clicking this icon (or using the more options menu) will allow you to view existing notes quickly.
Customer detail / summary page: Navigate to the customer's detail page. All existing notes will be displayed in the Internal notes section in chronological order. You can also click on the notes icon under admin controls.
Editing or deleting internal notes
Any logged-in team member can edit or delete existing internal notes.
Go to the Customer Detail Page for the relevant customer.
Find the note you wish to modify or remove in the Internal Notes section.
Click on edit or delete on the top right.
If editing, make your changes and click "Save Note".
If deleting, you will be asked to confirm the action.
⚠️ All logged-in team members have full access to add, view, edit, and delete internal notes. Only give account access to people you trust.
Common use cases
Internal notes are versatile. Here are some common ways teams use them:
🙋♀️ Documenting Special Requests
Record agreements for payment date changes, temporary pauses, or custom arrangements
☎️ Tracking Communication
Note key conversations or decisions made via phone or email with the customer
🛠️ Reasoning for Actions
Explain why a plan was cancelled, refunded, dates changed or manually adjusted
🔗 Linking to External Systems
Add links to relevant support tickets, CRM records, your LMS or any other system with information or context related to this customer
📝 Context for Future Interactions
Provide background information for other team members who might interact with the customer later
💡 Internal notes are visible to logged in users only: Customers never see them
By using internal notes consistently, your team can maintain better context around customer interactions, leading to smoother operations and improved customer management.