How to start and follow up an internal notes thread on a Pipeline request ?

Start internal notes regarding the care request via the Prospect profile in Pipeline.

Click the note icon at the bottom of the prospect’s name and start the note feed via Add Note.

Step 1: Start a note

Via the new panel, start the internal note. First, define the subject and type of internal note. In the free text field, you can provide a description intended for the followers (recipients) of the internal communication. If this is an urgent question for which you expect an answer as soon as possible, select the option “Mark as urgent”. In this case, the followers will receive a notification via email, in addition to the notification they receive via the app.

Step 2: Select the follower(s)

Next, select the followers (recipients of your note) via “Add”.

Then, compose the group of followers using a few selection criteria:

• Via Search: use this field to search across providers for specific characteristics of the provider (cluster, name, etc.).
• Via Theme: use the dropdown to select the followers who offer a specific theme, e.g., Nursing Home.
• Via Provider: select in the dropdown the provider(s) to whom you wish to send this internal communication. You can select multiple providers one by one.

Based on your selection criteria, the list of corresponding followers is compiled. The request manager is always listed as a follower/recipient for your internal note. Then make the final choice of followers via “Add”. This selection is displayed in the left panel of your internal note. You can deselect the follower here or via the “Remove” button.

Step 3: Distribute the note internally

Click Save to send the internal note to the selected group of followers.

You can start multiple notes, each with specific content and a series of followers. The followers receive a separate notification per note and can respond to it individually via the free text field. The followers can follow the entire note feed and read all responses to the note.

The notes are listed chronologically (according to the start date). You can collapse and expand the notes. Via the Action button, you can show, delete, or modify an existing note (e.g., add a follower).

Step 4: Follow up and respond to the note

Via Notifications at the top of the menu bar, the follower can view, open, and respond to the internal note. Click on the notification to open, read, and respond to the entire note feed.

All notes remain available via the Prospect profile, via the note icon under his/her name.