Read and reply to client notes

Notes your client leaves on their upload page appear in the Client notes card on the request page. GarnerDocs has no way to reply inside the app: answer by replying to the note's email, or contact your client directly.

Where client notes come from

At the bottom of their upload page, your client has a Have a question or note? box. They can write up to 2,000 characters, for example to say a statement will follow next week, and send it to you. They can send as many notes as they like, with or without uploading anything.

Read a note

1. 1

   Open the request

   The request's assignee gets a bell notification. If nobody is assigned, the owner and admins get it.

2. 2

   Find the Client notes card

   It's beside the requested documents (below them on smaller screens). New notes are highlighted, and the card's heading shows how many are new, for example "2 new".

3. 3

   Mark it as read

   Select Mark as read under the note. The highlight goes, so your team can see it's been dealt with.

Every note also appears in the request's Activity.

Reply to a client

There's no reply box in GarnerDocs, and your client never sees the Client notes card. Instead:

• Reply to the email. Each note is also emailed as "New note from [client]". Replies to that email go straight to your client's email address.
• Email or call them yourself, using the contact details on the client's page.
• If the note is about a file waiting for review, and you need a different one, use Request replacement: your note appears next to that document on their upload page. See Ask a client for a replacement file.

Turn note emails on or off

Go to Settings → Notifications → Client notes and choose Instantly or Off. Bell notifications are always on. The emails cover requests assigned to you, or every request if you're an owner or admin and nobody is assigned.

Good to know

• Mark as read is shared: once anyone on your team marks a note as read, it's read for everyone.
• Notes can't be edited or deleted, by your client or your team.
• The Notes on a client's own page are different: they're private notes your team keeps about the client, and the client never sees them.