Web: Understanding Messages and Internal Notes

Web: Understanding Messages and Internal Notes

Access and respond to internal messages and notes tied to a work order.

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.

  1. Use internal notes 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

Go to Messages from the main navigation menu.
2

Look for Unread Indicators

Unread threads are marked with a red bubble. Threads remain marked until opened.
3

Open the Thread

Select the thread to open and review new messages.

a

How to View Existing Message Threads

1

Open Messages

Go to Messages within the work order, or access all messages via the message icon in the top right corner.
2

Select a Thread

Select any thread from the list and click it 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 Messages

Go to Messages and click New Message.
2

Enter a Subject

Click 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 click 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, go to Internal Notes..
2

Add Internal Notes

Enter any notes in the Internal notes field for internal visibility only.

Note: Internal notes are not visible to customers. Use this for internal communication to technician instructions or dispatch details. You can also send a note to Lessen ONE team member.

Choose the recipient — internal team or a Lessen ONE contact. You can select only one of the 2 options to send internal notes.

👤 Internal Team

Proceed to type note and it will be visible for your internal team members to view when they open the work order.

🏢 Lessen ONE Contacts

Select Send to Lessen and your note will directly send to the Lessen team associated with the work order to view.

📌 Note: Once a message 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 be under the Internal Notes sections.

💡 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.

    • Related Articles

    • Web: Understanding Messages and Internal Notes

      Access and respond to internal messages and notes tied to a work order. Overview The Messages section allows you to communicate internally with: Employees Lessen ONE contacts All message threads are connected to specific work orders, ensuring ...

    • 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 ...

    • 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 ...

    • Web: Completing a Lessen Work Order

      Learn how to complete a Lessen Work Order in the Lessen Pro web portal, including reviewing details, updating statuses, adding documentation, and finalizing a work order. Overview This article walks you through how to complete a Work Order in the ...

    • Internal Communications and Notifications

      Common questions about notifications, messaging, and communicating with your team in Lessen Pro. Notifications What type of notifications will I receive (job updates, schedule changes, payments?) You'll get notifications for key updates like new job ...