Notes & Tasks

Where: Inbox → ⋮ → Add notes & tasks · the contact record · Sidebar: CRM → Tasks

Module: CRM — active on every account from the start.

Notes & Tasks is the record of a contact: what your team wrote about the person, and what has to happen next. A salesperson logs the call and schedules the follow-up; a service business writes up the appointment and schedules the next visit, the WhatsApp reminder the day before and the instructions e-mail for tomorrow morning. It is the same feature for both — a record written by people, and actions that happen on their own at the moment you chose.

Notes, and the tasks inside them

A note is what somebody wrote about the person: a title (optional) and a body with real formatting — headings, lists, colours, links and pictures. Every note keeps its author, its date and every earlier version.

A task is something to be done about the person at a moment. It always lives inside a note — the note is the reason for the task, and a reminder read a month later without the meeting it came out of is half a reminder. One note can carry up to 20 tasks.

This is not the same thing as the Inbox’s quick internal note, which stays: an internal note is a line for a colleague inside a conversation; Notes & Tasks is the record of the person, readable from the contact wherever you open it.

Where to find it

• In the Inbox — ⋮ → Add notes & tasks, right under Internal note beside the Send button, and + Actions → Notes & tasks in the side panel. The panel also has a Notes & Tasks block under the contact’s details.
• On the contact record — the Notes & Tasks card at the top of the Information tab.
• CRM → Tasks — every contact’s tasks in one list, and New task to start one for any contact. See the Tasks screen.

The card and the block show the same kind of numbers: notes, pending tasks and completed tasks (on the contact record also failed ones), the next task due, and a warning when a task did not run. Each number opens the list already filtered to it. View all opens the full record; Add starts a new note.

The Inbox block counts your tasks — assigned to you, a reminder that e-mails you, or one nobody is named on — because the Inbox is your workspace; the notes are the record and are counted whole. The contact record counts everybody’s, shows each task’s responsible member, and lists every reminder still waiting in somebody’s Inbox with the members it is waiting on — Waiting in the Inbox of Ana, João: Send the proposal — which is where a manager reads what is on each person’s plate.

Writing a note

Add opens the editor. The body is the same editor as the e-mail templates — without buttons and without variables, which a record has no use for — plus what a record does need:

• Style — normal text, heading, subheading, quote or code
• bold, italic, underline, strikethrough, text colour and highlight
• bullet and numbered lists, with indent and outdent for nested items
• links, a divider, and alignment
• pictures — from the gallery with the image button, or simply paste or drop a screenshot or a photo straight into the text. It is uploaded to your gallery (in a Notes & Tasks folder) and inserted where the cursor was

Text pasted from Word, Google Docs or a web page keeps its formatting and loses everything else — scripts, hidden styles and layout tricks are removed before it lands, so what you see while writing is exactly what is saved.

Pin (at the top of the editor, or in the note’s ⋯ menu) keeps a note above all the others in the record — for what must be read before anything else: a standing instruction, an important preference, how the customer wants to be addressed.

Ctrl + Enter saves. A new note is kept as a draft in your browser while you write it: if the tab closes, the next time you open the editor for that contact the draft is offered back, with Discard draft beside it.

Editing, history and printing

The words of a note belong to whoever wrote them. Only the author or an admin can change what a note says or delete it; anybody who may edit records can still pin it and manage its tasks. When somebody else opens it, the text is shown locked and the tasks stay open.

Every change to a note’s title or text keeps the version it replaced. The note then shows edited; click it (or ⋯ → Edit history) to read every version — who wrote it, when, and who replaced it. History cannot be edited or removed, only read.

Print at the top of the record prints every note on screen; ⋯ → Print this note prints one. The printout carries the contact’s name and details, each note with its author and date, and its tasks with their state. Your browser’s print dialog also offers Save as PDF.

⋯ → Delete note removes the note with its tasks and its history, after a confirmation that says so — including when some of its tasks have not run yet.

Tasks

Add tasks under the note with Add task, or with the chips shown while there are none.

The five kinds

The reminder e-mail is written in the language you use FlyB in and shows the action date on your clock. It is sent from FlyB’s own mail server, never from your SMTP, and goes only to members still in the organization when it is sent.

Messages a task sends to the contact appear in the Inbox with the automation badge showing ⏰ and the task’s title, next to the name of the member who scheduled it.

When and how tasks run

Tasks are checked every minute, so a task runs within about a minute of its action date. Its state is always shown on the task:

Under a completed task FlyB says what it produced: Note added to the Inbox. E-mailed to 2 member(s)., E-mail sent to maria@…, Moved to Negotiation (Sales). Under a failed one it says why, in two lines: what went wrong (The contact has no phone number, The WhatsApp template is not approved, The contact has no FlyB Chat) and the specifics.

• Temporary problems are retried on their own. A mail server that timed out is tried again up to three times, a few minutes apart, before the task is marked failed.
• Refusals are not. No phone number, a template Meta rejected, a stage that was deleted — trying again a minute later would not change the answer, so the task fails at once and says why.
• Nothing reaches a customer far too late. A task that would reach the contact (e-mail, WhatsApp, FlyB Chat or a CRM move, whose stage may write to them) and is more than 24 hours past its moment is not sent, and says so — “see you tomorrow” sent three days late is worse than not sent. Reminders to your team are always delivered.

What you can do with a task, from its ⋯ menu:

A completed task is history: it cannot be edited or removed — the e-mail went out, the reminder was delivered. It goes away only with its note.

Reminders in the Inbox

A reminder is for somebody: its responsible member and the members it e-mails. When nobody is named on it, it is for the whole team. Only the members it is for see any of what follows; for everybody else the Inbox does not change — the reminder is on the contact record, with their names on it. See Reminders are yours.

When a reminder comes due, its text is written in the contact’s thread as an amber note with a bell and Reminder, the task’s title above it and Open the note under it — in the thread of the members it is for.

For them, the thread goes to Pending and Waiting on us, the contact rises to the top of the queue, and its card carries a Reminder chip with how long ago it came due. A pop-up opens on whatever screen they are on, with the reminder’s words and Open in the Inbox / Open the record. This works even for a contact who has never written on any channel — a patient registered at the front desk, a lead captured by a form — who would otherwise never appear in a working view.

The thread stays there until each of them deals with it: Resolve it (or snooze it) and your reminder is cleared — together with the team’s, when it was the whole team’s; a colleague’s own reminder stays with the colleague. A reminder never reopens or wakes a conversation — it holds the thread in Pending on its own. On a contact with no open conversation (none at all, or every one already resolved), the panel’s Conversation block shows the reminder and a single Resolve button.

The Tasks screen

CRM → Tasks lists the tasks of every contact you can see.

• New task asks which contact the task is about, then opens a new note for them — the same editor as on the contact record, with the task kinds ready to add. Shown to members whose role may create notes.
• Four counters at the top — Pending, Due today, Late and Failed. Click one to see those tasks.
• Pending, Failed, Completed, Canceled or All; a date window (Any date, Late, Today, Next 7 days); a kind; the responsible member (Everyone, Mine, Unassigned or a member); and a search over the task and the contact’s name, e-mail and phone.
• Open work is listed soonest first; history, newest first.
• Every task carries its contact and note: click the contact to open their Notes & Tasks. All the task actions above are on each row.

Who sees what

Notes & Tasks is its own permission in Settings & Team, separate from Contacts — so the front desk can work the contacts without reading what the rest of the team writes about them. View opens the record and the Tasks screen, create writes notes, edit changes them and acts on tasks, delete removes notes. By default managers have everything, and analysts and members everything except delete. The owner and admins always have full access.

Everything else about visibility follows the contact: a member limited to only the contacts they own sees only those contacts’ notes and tasks — in the record, in the Inbox and on the Tasks screen.

Merging and deleting contacts

Merging two contacts moves every note and task of the contact that is removed onto the one you keep; tasks that had not run yet keep running there. Deleting a contact deletes its notes and tasks with it.