# Notes and Messages (https://docs.carlio.app/docs/customers/keep-customer-notes-documents-and-messages)

Record internal notes with follow-up dates, file paperwork and answer customer messages



Use the **Notes**, **Documents** and **Messages** tabs of the customer page to keep the history of the relationship in one place.

**Requirements:** The customer update permission, held by the Owner and Manager roles, to add or change anything. The **Documents** tab needs **Customer & Partner Documents Access**.

## Add a note with a follow-up date [#add-a-note-with-a-follow-up-date]

1. Open the customer page and select the **Notes** tab.
2. Enter the text in **New note**.
3. Optional: select a date in **Follow up on**.
4. Select **Add note**.

A note with a follow-up date that has passed and is not done appears in amber. The customer then shows a **Follow-up due** flag in the customer list, and the filter **Follow-up due** finds the customer. Select **Mark done** to finish the follow-up. The note then shows **Done**, and **Reopen** reverses it. The delete button removes the note.

Notes are internal. The customer never sees them.

## File a document [#file-a-document]

1. Select the **Documents** tab.
2. Select **Add** and choose the type: **ID Document**, **Contract** or **Other**.
3. Select one or more files.

A file can also be dragged onto the card. A drop on one of the three type areas files the document under that type.

| Rule           | Value                                         |
| -------------- | --------------------------------------------- |
| Accepted types | PDF, JPG, PNG, Markdown, Word and Excel files |
| Largest file   | 25 MB                                         |

Select the name of a file to open it. The download button saves it. The delete button removes it. Files are private, the links expire and the files count toward the storage of the dealership.

The tab also lists the invoices of the customer when the team member may read invoices.

## Show a document in the customer portal [#show-a-document-in-the-customer-portal]

Select the eye button of the file. The tooltip reads **Visible to Customer** or **Hidden from Customer**. The toast **File Shown in portal.** confirms that the customer can see the file. The toast **File Hidden in portal.** confirms the reverse. A file that the team uploads is hidden from the portal until the team shows it.

## Answer a message [#answer-a-message]

1. Select the **Messages** tab. The tab shows the number of messages and turns amber for unread messages from the customer.
2. Enter the text in **Reply to the customer…**. A message holds at most 5,000 characters.
3. Select **Send**.

Opening the tab marks the messages of the customer as read. A reply appears on the customer portal.

## Notes [#notes]

* A file that the customer sends through the portal shows **Sent by the customer**.
* A note is written about the customer for the team. A message is written to the customer.
* The **Documents** tab of a deal also shows the documents of its customer.