Internal notes and the audit trail

Next to the chat and the mail history, every client has a place for written notes and a complete, automatic history: the Internal notes and Audit trail tabs. Both are strictly internal: your client and their parties never see anything of them.

Internal notes

The Internal notes tab is a chronological list of notes your team keeps about this client. Use it for what has to stay in the file and shouldn’t get lost in a chat: an agreement made by phone, why a document was accepted despite a remark, the background to a decision.

To add a note:

1. Open the client and go to Internal notes.
2. Press the create button.
3. Write the note, and optionally pick the party it is about. The note is then filed on that person or company as well.
4. Save.

Notes are visible to every team member with access to this client, including read-only users. There is no separate visibility setting, so assume the whole team reads along.

Which note goes where?

• Internal notes: about the client, for the long term.
• Notes in a review or check: about one specific field or document, during verification.
• Note on a party: quick remarks about one person, from the party list.
• Chat: discussion and questions between colleagues, with mentions and email notifications.

An internal note can also be entered right when creating a client: the Internal notes field in the create form ends up in this same list.

The audit trail

The Audit trail tab is the complete history of the client, and it fills itself. Recorded automatically:

• every status change of the client and of each party;
• every screening started and completed, including the outcomes;
• every email sent and received;
• every review step: started, handed over to compliance, sent back, completed, approved;
• every change a party makes via the client portal, with old and new values;
• the internal notes described above.

You cannot change or remove anything here. Together with the archived snapshots and the generated review reports, the audit trail shows how a file was built up and why a decision was made.