> For the complete documentation index, see [llms.txt](https://docs.shortcutco.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.shortcutco.com/readme/dispatch/operational-notes.md).

# Operational notes

Leave instructions on a stop that the crew sees on their phone, with a severity and an expiry so old notes don't pile up.

An **operational note** is an instruction from the office to the crew about a specific stop: *"Gate code is 4412"*, *"Don't mow the back — new seed"*, *"Customer's dog bites. Text before entering."* It shows in Dispatch and on the crew's phone. Customers never see it.

Operational notes are different from the **notes and photos crews add** in the field, which are a record of what happened on a visit. Think of operational notes as the sticky note you'd put on the work order before it goes out.

## Adding a note

{% stepper %}
{% step %}

### Open the stop

Click the customer name in Dispatch to open the stop's detail panel and scroll to **Operational notes**. If the stop has more than one service, pick the service the note is about under **Service target** first.
{% endstep %}

{% step %}

### Click Add note

Choose the **scope**:

* **This visit only** — just this scheduled visit.
* **Every visit** — every future visit of this service, until the note expires or you delete it.

Choose the **severity**: **Normal**, **Warning** (amber), or **Critical** (red triangle). Critical notes get a red card on the crew's phone so they can't miss it.

Write the note (up to 2,000 characters).
{% endstep %}

{% step %}

### Choose when it expires (optional)

* **After this visit** — disappears once this visit is completed.
* **After N visits** — for example, *"Use side gate for the next 3 visits while the driveway is being repaved."*
* **Pick a date** — gone at the end of that day.

Leave all three unselected and the note stays until you delete it. Under the options, Dispatch spells out exactly what will happen, for example *"Expires after the visit on 24 Sep, three biweekly visits from now."*
{% endstep %}

{% step %}

### Save note

The note appears in the stop's **Operational notes** list with its scope pill (**THIS VISIT** or **EVERY VISIT**), your name, and the expiry. Use **Edit** or **Delete note** on any note.
{% endstep %}
{% endstepper %}

## Where notes show up

* **On the board.** A small red or amber icon appears beside the customer name for Critical and Warning notes; hover it to read the note. You can also add an **Operational notes** column from **Columns** to see the note text in the table.
* **On the crew's phone.** The stop on **Today** has an **Operational instructions** section listing every active note with its severity, scope, and expiry. Crews can read notes but not change them.
* **In history.** Expired and deleted notes disappear from the board and the phone, but stay in the stop's history. Click **View history** in the notes section to see them.

## Good to know

* **Expiry is tied to the visit, not the calendar.** *After this visit* clears when the visit is completed. If that visit gets cancelled, the note clears too, since the visit it was waiting for will never happen.
* **You can't add or edit notes on a visit that's already finished.**
* **Only admins can write notes.** Crews see them on Today; office users who aren't admins can read them in Dispatch.
* **Scope is locked once saved.** To turn a *This visit only* note into an *Every visit* note, delete it and add a new one.

## Related pages

* [Dispatch overview](/readme/dispatch.md)
* [Worker app overview](/readme/worker-app/worker-app-overview.md)

<details>

<summary>Still stuck?</summary>

Email **<hello@shortcutco.com>** with the customer name and what the note should say.

</details>