Customer Comments
Keep all internal communication connected to the customer and their orders.
Overview
Inside the customer view, there is a chat bubble in the bottom right corner ().
The Customer Comments allows everyone with access to the customer or its orders to communicate in one shared place.
This keeps discussions contextual, traceable, and directly connected to the customer and their orders.
It eliminates the need for external communication channels and ensures that anyone opening the customer later has full context.
How It Works
The chat is tied to the customer, not a single order.
This means you can:
- Discuss the customer in general
- Talk about one or multiple orders
- Leave internal notes or clarifications
- Collaborate without losing context
All messages are visible to users who have permission to access the customer.
Tagging Users and Squads
You can tag individuals or teams to draw attention to a message:
- Use @ to tag a specific user
Example:@John Doe - Use # to tag an entire squad
Example:#Installers
Tagged users will receive notifications according to their notification settings.
Access Rules
- ADMIN and USER roles always have access to the customer comments
- INSTALLER users can only access the customer comments if they are assigned to an order on the customer
- PARTNER users can only access the customer comments if the customer has an order with an order partner assigned to them
You can read more about roles and permissions in Users.
Customer comments as Actions
All messages written in the customer comment are stored as Actions of the type Comment.
This means:
- Customer comments messages are part of the customer’s activity history
- They are fully traceable
- They follow the same audit and logging rules as other actions
You can read more about this in Actions.