Add Job Notes and Communication
Capture everything your team and customers need to know. Separate customer language from technical detail so jobs run smoothly, communication stays professional, and invoices practically write themselves.
Types of job information
Customer-facing information
- Job summary: what work is being done and why
- Appointment date, time, and expected duration
- Customer instructions or access details
- Location specifics—room, floor, or equipment
- Any promises made to the customer
Internal team notes
- Technical specs, part numbers, and van stock requirements
- Safety precautions, PPE, or site risks
- Recommended tools or certifications
- Previous visit history or repeating issues
- Customer quirks, preferences, or payment considerations
Write a clear job description
One clean description drives the quote, appointment confirmation, technician briefing, and final invoice.
Open the job
Jobs → find the visit → open the job card to view existing details.
Edit the description
Click in the customer description field (or “Edit”) to start typing—it autosaves as you go.
Cover the essentials
Include What, Where, Problem, and Customer context so anyone can pick up the work confidently.
- What: “Fix leaking kitchen tap”
- Where: “Kitchen sink, under-counter area”
- Problem: “Dripping from base for two weeks”
- Customer need: “Urgent—affecting water bills”
Save and reuse
Descriptions flow into quotes, confirmations, invoices, and the customer portal automatically.
Plumbing
Replace faulty bathroom radiator valve. Customer reports cold radiator and slight leak. Check TRV and lockshield valve. Bring 15mm valve set.
Electrical
Install outdoor PIR security light at rear patio door. Use dusk-to-dawn setting. Confirm existing exterior wiring can handle load.
HVAC
Annual service for Worcester Bosch Greenstar 30i (2019). Clean heat exchanger, test safety controls, check efficiency readings.
Customer description vs internal notes
Customer description (visible)
Annual boiler service including safety checks, efficiency testing, and cleaning. Ensures the system runs safely and efficiently for winter.
Visible on:
- Quotes & estimates
- Customer emails
- Invoices & receipts
- Customer portal
Internal notes (team only)
Worcester Bosch Greenstar 30i – check gas rate, flue analysis, pump operation. Customer heard pump noise last year. Bring spare 22mm pump.
Visible on:
- Technician mobile app
- Job timeline for staff
- Internal reports & audits
What to keep internal
- Technical jargon, part numbers, and configuration details
- Previous complaints or sensitive customer history
- Gate codes, lockbox combinations, alarm information
- Team skill requirements or training notes
- Pricing strategy, discounts, or margin considerations
- Payment history or risk flags
Working with internal notes
Keep the timeline up to date
- Scroll to Internal notes within the job details and start typing (autosaves).
- Capture technical detail, safety info, required materials, and site quirks.
- Update before, during, and after the job so the timeline tells the full story.
- Use @mentions to notify specific colleagues when something needs attention.
Examples
Before the job
Customer has a dog in the garden—ring doorbell, don’t use side gate. Boiler in garage, key under plant pot. Bring 15mm compression fittings (old pipework).
During the job
Found additional leak behind radiator. Customer approved extra £45 for valve replacement. Used 2x 15mm TRVs from van stock.
After the job
Work completed and customer happy. Asked about bathroom renovation next month—good opportunity. Left business card.
Templates for common jobs
Create description templates in Settings → Jobs → Description templates. They keep your messaging consistent while leaving space for personalisation.
Plumbing templates
- Boiler service – Annual service for {`{boiler_make}`} {`{boiler_model}`}. Safety checks, efficiency testing, cleaning, and compliance report.
- Tap repair – Fix {`{tap_location}`} tap – {`{problem_description}`}. Check sealing and replace cartridges if needed.
- Radiator issue – {`{room}` } radiator repair. Investigate {`{issue}` } and balance system afterward.
Electrical templates
- Socket installation – Install {`{quantity}` } double sockets in {`{room}`}. Test circuit capacity and certificate.
- Light fitting – Replace {`{old_fitting}` } with {`{new_fitting}` } in {`{area}`}. Confirm switch compatibility and IP rating.
- Consumer unit upgrade – Upgrade consumer unit to {`{new_unit}` }. Full inspection and NICEIC certification.
Organise the information
Best practices
- Use clear, concise language your team and customers understand.
- Reference the exact location in the property to avoid guesswork.
- List customer requirements upfront so the team can prepare.
- Capture safety considerations and access steps in internal notes.
- Add completion notes for future visits or warranty claims.
- Keep everything updated as the job progresses—don’t wait until the end.
Structure every note
- What – the task being completed.
- Where – precise location or equipment.
- Why – customer’s problem or aim.
- When – timing requirements or deadlines.
- How – approach or technical method (internal).
- Who – team members or skills required.
Mobile note-taking tips
- Use voice-to-text in the mobile app for quick note entry on-site.
- Attach photos with captions so the office can see context immediately.
- Record notes as you go instead of waiting until you’re back at base.
- Let Toolfy geo-tag entries so the team knows which property it relates to.
- Sync frequently in the field so everyone stays aligned in real-time.
Use descriptions in customer communication
Quotes
- Spell out exactly what work is included—or excluded—to avoid scope creep.
- Justify pricing with a professional, detailed scope of work.
- Demonstrate expertise that reassures customers and boosts conversion rates.
Invoices
- Customers can see what they’re paying for and approve more quickly.
- Clear records support warranties and future maintenance.
- Detailed invoices reduce disputes and insurance queries.
Speak like a customer
- Fix leaking kitchen tap
- Install new bathroom light fitting
- Service boiler for winter safety
- Replace faulty thermostat
Avoid jargon-heavy phrasing
- Replace 15mm compression joint
- Install IP44-rated luminaire
- Annual gas appliance inspection
- Replace room thermostat PCB
Troubleshooting
Notes aren’t saving
- Check your internet connection and try again.
- Refresh the job page and re-enter the note.
- Confirm you have permission to edit the job.
- If the issue persists, contact support with job details.
Internal notes showing on invoices
- Ensure you’re editing the Internal notes field, not the customer description.
- Double-check invoice template settings under Settings → Payments.
- Remove accidental internal details from the customer-facing field.
Team can’t see notes
- Confirm the team member is assigned or has permission to view the job.
- Ask them to refresh their job list or mobile app.
- Check the note actually saved (autosave indicator).
Templates not appearing
- Make sure the template is saved under the correct job category.
- Check variables use the correct {`{variable}` } syntax.
- Ensure the template is active and not archived.
- Create a fresh template if an older one is corrupted.
Need help? Email support@toolfy.io.