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Dispatcher Notes

Dispatcher notes let you attach written comments to any job. Every note stays inside your team — notes are not shown to customers anywhere. The public and private distinction controls who on your team can see the note. Use notes for special instructions, follow-up reminders, status updates, and shift handovers.

Types of notes

FSM Navigator supports two types of notes on every job. Both types stay internal to your team — the difference is which team members can read them.

Note type Visible to Use for
Public Everyone on your team — Owners, Dispatchers, and assigned Technicians Updates the whole team should see — appointment confirmations, work summaries, follow-up recommendations.
Private Dispatchers only Internal instructions, dispatcher-to-technician messages, pricing details, customer sensitivities that shouldn't appear on a technician's mobile screen.

Notes are not shared with customers

Notes — public or private — are never shown to customers. They don't appear in the customer portal or in any customer-facing email. If you need to send something to the customer, use a job update or message instead.

Adding notes from the web dashboard

  1. Open the job details page by clicking on a job.
  2. Scroll to the Notes section.
  3. Click Add Note.
  4. Select the note type: Public or Private.
  5. Type your message in the text field.
  6. Click Save.

The note appears immediately in the job's notes timeline with your name, role, and timestamp.

Quick notes from the job list

Some views, such as the Kanban board, allow you to add a quick note directly from the job card without opening the full details page.

Adding notes from the mobile app

  1. Open the assigned job in the mobile app.
  2. Tap the Notes tab.
  3. Tap Add Note.
  4. Choose Public or Private.
  5. Type your message and tap Save.
  6. The note syncs to the web dashboard instantly.

Technician field notes

Technicians should add notes while on-site to capture details that might be forgotten later — for example, "Customer mentioned the pilot light goes out during heavy winds" or "Access code for the side gate is 4521#".

Note history and audit trail

Every note on a job is permanently recorded with full audit details:

Detail Description
Author The name and role of the person who added the note.
Timestamp The exact date and time the note was created.
Note type Whether the note is public or private.
Content The full text of the note.

Notes are displayed in chronological order, creating a running conversation history for each job. This timeline is invaluable when multiple team members work on the same job across shifts.

Notes cannot be edited after creation

To maintain audit integrity, notes cannot be modified or deleted after they are saved. If you need to correct information, add a new note with the updated details.

Use cases

Special instructions for technicians

Dispatchers can leave private notes with job-specific details:

  • "Customer prefers back door entry — do not ring the front doorbell."
  • "Bring 3/4-inch copper fittings — the existing plumbing is non-standard."
  • "Dog in the backyard — ask the customer to secure the pet before entering."

Follow-up reminders

After completing a job, add a note for future reference:

  • "Compressor is aging — recommend full replacement within 6 months."
  • "Return in 2 weeks to verify the seal is holding."

Customer communication

Public notes keep the customer informed:

  • "Technician is en route — estimated arrival in 30 minutes."
  • "Work completed. Replaced the thermostat and tested all zones. System is operating normally."
  • "We have ordered the replacement part. A follow-up visit will be scheduled once it arrives."

Shift handovers

When a job spans multiple visits or shifts, notes provide continuity:

  • "Diagnosed the issue as a faulty circuit board. Part ordered — Model XR-200. Awaiting delivery."
  • "Picking up where Dave left off. Circuit board arrived. Installing today."

Notes stay inside your team

Notes are an internal tool. Customers do not see job notes in the customer portal, and notes are not included in any customer-facing email or update.

  • Public notes are visible to everyone on your team working that job — Owners, Dispatchers, and assigned Technicians.
  • Private notes are visible to Dispatchers only.
  • If you want the customer to see a status update, use a job status change or a customer-facing message — those are the channels that reach the customer portal.

Best practices

Practice Why it matters
Use private notes for internal details Protect pricing, technician feedback, and sensitive information from customer view.
Add notes in real time Details are freshest immediately after a conversation or observation.
Be specific and actionable "Needs follow-up" is vague. "Schedule a return visit by March 15 to check the compressor seal" is useful.
Standardize for your team Agree on a note format — for example, always starting with the topic: "ACCESS: Back door, code 1234#".

Frequently asked questions

Can I convert a private note to public?

No. Once a note is saved, its type cannot be changed. If you accidentally created a private note that should be public, add a new public note with the same information.

Is there a character limit for notes?

Notes support a generous text length sufficient for detailed instructions. There is no practical limit for typical usage.

Who can add notes to a job?

Owners, dispatchers, and technicians can all add notes. The author's name and role are displayed alongside every note.

Do notes trigger notifications?

When a new note is added to a job, the assigned technician can receive a notification depending on their notification preferences. Notes are not sent to the customer or shown in the customer portal.

What's next