Internal vs Customer Notes
CloudRent Pro distinguishes between notes meant for your team and notes visible to customers. Understanding when to use each ensures sensitive information stays internal while customers receive the communication they need.
Two Types of Notes
Note Type |
Who Sees It |
Where It Appears |
|---|---|---|
Internal Notes |
Staff only |
Rental detail page, dispatch board, internal reports |
Customer Notes |
Staff and customers |
Quotes, invoices, contracts, confirmation emails |
Internal Notes
Use internal notes for information your team needs but customers shouldn't see.
Good Use Cases
Credit concerns — "Payment history has been slow"
Difficult customer flags — "Tends to dispute charges"
Equipment notes — "Send newer unit, old one has cosmetic damage"
Pricing context — "Agreed 10% discount — longstanding customer"
Delivery instructions for drivers — "Gate code: 1234, knock on side door"
Handover information — "Spoke with Sarah, she'll be on site"
Adding Internal Notes
Open the rental
Find the Internal Notes section
Type your note
Click Save
💡
Tip: Use internal notes liberally. Future you (and your colleagues) will thank you for the context.
Customer Notes
Use customer notes for information the customer should receive with their documents.
Good Use Cases
Special instructions — "Please return equipment cleaned"
Terms clarification — "Rate includes delivery within 20km"
Safety reminders — "Operator certification required"
Pickup details — "Collect from rear warehouse, Dock 3"
Thank you messages — "Thanks for your business!"
Adding Customer Notes
Open the rental
Find the Customer Notes section
Type your note
Click Save
Where Notes Appear
Internal Notes
Rental detail page — Visible to all staff
Dispatch board — Drivers see relevant notes
Internal reports — Included in staff exports
Internal notes NEVER appear on:
Quotes sent to customers
Invoices
Contracts
Confirmation emails
Customer Notes
Quotes — In a dedicated "Notes" section
Invoices — Below line items
Contracts — Visible in the agreement
Confirmation emails — Included in email body
Customer notes are also visible to staff on the rental detail page.
Best Practices
📝 Be Clear
Write notes assuming the reader has no context. "Per phone call" isn't helpful months later — "Per call with John 15/3, agreed to waive delivery" is.
🎯 Choose the Right Type
If you'd be embarrassed for the customer to see it, use internal notes. When in doubt, internal.
⚠️
Warning: Never put sensitive information in customer notes. Payment issues, credit concerns, and staff opinions should always be internal.
Notes on Quotes vs Invoices
You can have different customer notes for quotes and invoices:
Quote notes — Sales-focused, validity periods, approval instructions
Invoice notes — Payment instructions, thank you messages, bank details
Set default notes for each document type in Settings → Documents.
Note Templates
Create reusable note templates for common messages:
Go to Settings → Note Templates
Create templates for common notes
Insert templates when adding notes to rentals
Template Examples
Equipment Return — Standard instructions for returning equipment
Payment Terms — Your standard payment expectations
Safety Requirements — Standard safety notes for equipment types
Activity Log vs Notes
CloudRent Pro also maintains an automatic activity log:
Feature |
Activity Log |
Notes |
|---|---|---|
Content |
Automatic system events |
Manually written text |
Examples |
Status changes, email sent, payment received |
Instructions, context, reminders |
Editable |
No |
Yes |
Use notes for context; rely on the activity log for tracking what happened when.
Tips
📂 Review Before Sending
Before sending quotes or invoices, review customer notes. Make sure they're appropriate and current.
💰 Document Agreements
Any verbal agreements about pricing, terms, or special conditions should be noted. This protects both you and the customer.
👥 Use for Handovers
When another staff member takes over a rental, internal notes provide crucial context.