Scenario
You often need to capture notes about clients — whether it's to document recurring needs, internal instructions, or details about a specific visit.
However, it's not always clear where those notes should be entered, how they display, or who can see them. Without consistent processes, teams may enter notes in the wrong place, miss important information, or unintentionally share internal content with clients.
Suggestion
Coconut supports multiple ways to record and view client notes across different parts of the platform.
Appointment Notes are tied to a specific scheduled appointment and can be either visible to the client (via email notifications) or used internally only.
Walk-In Notes can either be added directly to the client profile (and persist across all future walk-ins) or entered during the creation of a specific walk-in.
Coconut Connect video calls surface both Additional Details and Internal Notes internally for staff during virtual appointments.
Each type of note serves a different purpose and appears in different places. Understanding how they work ensures notes are entered correctly, seen by the right people, and used consistently across your team’s workflow.
Where to Begin
Appointment Notes
Staff can enter notes for phone, in-person, and Coconut Connect (video) appointments using two different fields, each with a distinct purpose and visibility:
Additional Details (Client-Facing)
Where to enter | Edit Appointment → Details section → Additional Details field |
Where it appears | On the Dashboard, at the bottom of the appointment, below the client’s contact information |
Visibility | Shared with clients in appointment confirmation and reminder notifications
Also visible to staff in Coconut Connect video calls |
Use this for | Providing important information to clients about the upcoming appointment, such as preparation instructions or visit expectations |
Note | Not visible to the client in Coconut Connect; only sent via email
Applies only to that specific appointment |
Internal Notes (Private)
Where to enter | Edit Appointment → Internal Notes field (beneath service, staff, location, booking method, and contact number) |
Where it appears | On the Dashboard, in the Details section, above the client’s contact information
Also visible to staff in Coconut Connect (depending on permissions) |
Visibility | Not shared with clients in any context (email or Connect)
Only visible internally |
Use this for | Internal-only information, such as staff instructions, recurring concerns, or confidential notes |
Note | Applies only to the specific appointment
In Connect, visibility is limited to the call organizer and participating staff (if permissions allow) |
Client Profile Notes
Where to enter | Edit Appointment→ Attendees section → More (⋮) menu next to client’s name → Edit Client Details → Notes tab |
Where it appears | These notes do not appear on the appointment itself, they are stored on the client profile |
Visibility | Not visible to clients
Visible to internal staff when viewing the client profile |
Use this for | Persistent context that should follow the client across visits such as preferences, accessibility needs, or service history notes |
Note | These notes are separate from appointment-specific notes but can still be accessed and updated quickly within the appointment workflow from Schedule view |
Walk-In Notes (Lobby Management)
When handling Walk-Ins (Lobby Management), staff can record notes in two different places each with its own purpose and visibility within the workflow:
Client Profile Notes (Persistent Across Walk-Ins)
Where to enter | Client Profile → Notes tab |
Where it appears | On the Dashboard, during any walk-in session, at the bottom of the page, below the client’s contact information |
Visibility | Not shared with clients |
Use this for | Notes that should always be visible during walk-ins, such as preferences, accessibility needs, or recurring requests |
Note | These notes appear for every future walk-in, regardless of appointment type or service |
Walk-In Form Notes (One-Time Notes)
Where to enter | During walk-in creation → Notes field on the form |
Where it appears | On the Dashboard, in the Private Notes section within the Details area, above the client’s contact information |
Visibility | Not shared with clients |
Use this for | Notes about the current visit, such as the purpose of the walk-in or context for today’s interaction |
Note | These notes are only tied to the walk-in being created and do not persist across future visits |