# Notes and service notes

> Add, pin, edit and delete client notes, use alerts your team can't miss, and keep service notes like color formulas.

Source: https://heylilo.co/help/clients/notes-and-service-notes

Notes keep what your team needs to know about a client. Alerts show in red at the top of the client's profile, so nobody misses them.

## Add a note

1. Open the client's profile from [**Clients**](https://app.heylilo.co/dashboard/clients) and select **Notes**.
2. Select **Add Note**.
3. Choose a **Note Type**:
   - **General**: anything your team should know.
   - **Booking**: works like a general note, but it's highlighted in yellow and kept under **Booking Notes**.
   - **Alert**: something nobody should miss, like an allergy. It shows in red at the top of the client's profile.
4. Type the **Note**.
5. To keep it at the top of the list, select **Pin this note (appears first)**. You can't pin an alert.
6. Select **Save Note**. You'll see **Note added**.

## Dismiss an alert

An alert stays at the top of the client's profile until someone dismisses it.

1. Open the client's profile.
2. Select the **×** on the red alert at the top. You'll see **Alert dismissed**.

You can also select **Dismiss** on the alert in **Notes**. Once it's dismissed, the alert no longer shows for anyone who opens the profile.

## Edit or delete a note

1. In **Notes**, select **⋯** on the note.
2. Choose what to do:
   - **Edit**: change the **Note**, or pin or unpin it with **Pin this note (appears first)**. Then select **Save Changes**. You'll see **Note updated**.
   - **View history**: see earlier versions, who changed them and when.
   - **Delete**: remove the note. Select **Delete** again to confirm. You can't undo this.

In the Lilo app, open the client and tap **Notes**, then **Add Note**. To pin, edit, dismiss or delete a note, tap **⋮** on it.

## Keep service notes

**Applies to:** Most business types

Service notes hold the details of a client's services, like a hair color formula, skin type or massage pressure. Each client has one set for each kind of service, and you update it over time.

1. Open the client's profile. Select **More**, then choose **Service Notes**. In a narrow browser window, select the **Service Notes** tab instead.
2. On the card for the service, like **Hair Notes**, select **Add**, or **Edit** if it has notes already.
3. Fill in what you need. Hair notes have **Color Formula**, **Highlight Formula**, **Processing Notes**, **Styling Preferences** and more.
4. Select the save button, like **Save Hair Notes**. You'll see **Hair notes saved**.

On the card, **Copy** copies a formula so you can paste it somewhere else. **Last updated** shows when the notes last changed. Service notes keep one version, so saving replaces what was there.

In the Lilo app, open the client, tap **More**, then **Service Notes**.

### Choose which service notes you keep

**Applies to:** Owners and admins · Most business types

On the web, the cards on **Service Notes** come from your service categories. To change them:

1. Go to [**Settings** → **Features**](https://app.heylilo.co/dashboard/settings?tab=features).
2. Under **Service Categories**, turn on the ones you offer: **Hair Services**, **Skin Care**, **Nail Services** or **Massage & Body**. You'll see **Feature updated**.

Each one you turn on adds its card to every client's **Service Notes** on the web. The Lilo app picks its cards from your type of business instead. See [Business features](https://heylilo.co/help/settings/features).

## How it works

- Anyone on your team who can open a client's profile can read, add and change their notes. Clients never see them.
- Each note shows who added it and when. Active alerts and pinned notes come first, then general notes, then booking notes.
- When you change a note's text, Lilo keeps the old version. **View history** shows it.
- Deleting a note doesn't remove it from the client's **Activity** timeline. The timeline shows the start of each note when it was added.
- **General Notes**, in **Edit Details**, is a separate box of free text about the client. It shows on the profile's **Overview**, not in **Notes**.

## Common questions

### Who can see client notes?

Anyone on your team who can open the client's profile. Clients never see your notes.

### Why did an alert disappear?

Someone on your team dismissed or deleted it. On the web, a dismissed alert doesn't show anymore. In the Lilo app, it's listed under **Dismissed** in **Notes**.

### Why is the Service Notes tab empty?

**Applies to:** Most business types

On the web, it shows a card for each service category that's turned on in **Settings** → **Features**, so it's empty if none is on.

### Can I see a client's old formulas?

**Applies to:** Most business types

Lilo doesn't keep a history of service notes. Saving replaces what was there, and **Last updated** shows when. In the Lilo app, you can list old colors under **Previous Colors** in hair notes. On the web, they show under **Previous Formulas**.