Mobile: Understanding Messages and Internal Notes

Mobile: Understanding Messages and Internal Notes

Access and respond to internal messages and notes tied to a work order from the Lessen Pro mobile app.

Overview

The Messages section allows you to communicate internally with:

  • Employees
  • Lessen ONE contacts

All message threads are connected to specific work orders, ensuring conversations stay organized and contextual.

Internal Notes allow team members to record important information related to a Work Order that is intended for internal use only. Use them to share updates, document findings, or communicate details with team members without making the information visible externally.

How to View New Messages

1

Navigate to Messages

Tap Messages from the bottom navigation bar.
2

Look for Unread Indicators

Unread threads are marked with a number indicator. Threads remain marked until opened.
3

Open the Thread

Tap the thread to open and review new messages.

How to View Existing Message Threads

1

Open Messages

Tap Messages within the work order, or access all messages via the Messages tab in the bottom navigation bar.

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2

Select a Thread

Tap any thread from the list to view the full conversation history.

Within a thread, you can see:

  • Message timestamps
  • Sender details
  • Associated work order

How to Start a New Message

1

Navigate to Work Order to Start A New Message

Tap the Messages icon and tap New Message.
2

Enter a Subject

Tap the Subject field and enter a name for the message thread.
3

Choose Recipients

Choose the recipient — an employee or a Lessen ONE contact. You can select multiple team members to include in the thread.

👤 Employees

Select internal team members from your company to include in the conversation.

🏢 Lessen ONE Contacts

Select a Lessen ONE contact to send a message directly to the Lessen team associated with the work order.

📌 Note: Once a message is sent to a Lessen ONE contact, it cannot be edited.
4

Write and Send

Enter your message and tap Send. The conversation will be saved and tied to the selected work order.

How to Send Internal Notes

1

Navigate to Internal Notes

From the Work Order detail page, scroll down to Internal Notes, tap New Note.
2

Add Internal Notes

Enter your note in the Internal Notes field for internal visibility only.

Note: Internal notes are not visible to customers. Use this for technician instructions, dispatch details, or to send a note directly to the Lessen ONE team.

Choose the recipient — you can select only one of the two options:

👤 Internal Team

Type your note and it will be visible to your internal team members when they open the work order.

🏢 Lessen ONE Contacts

Tap Send to Lessen and your note will be sent directly to the Lessen team associated with the work order.

📌 Note: Once a note is sent to a Lessen ONE contact, it cannot be edited.
3

View Internal Notes

All sent internal notes related to the work order will appear under the Internal Notes section.

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💡 Best Practices

  • Keep all job-related communication within the message thread tied to the work order
  • Avoid separate texts or emails that aren't tracked in the system
  • Review open threads daily to ensure timely responses

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