Notes vs Comments — when to use each
Notes are quick, internal scratch text on a Submission. Comments are threaded discussion that supports replies. Both are internal-only — consumers never see either. Use Notes for context; use Comments for back-and-forth between teammates.
In short: Notes for context you’d write down for yourself. Comments for back-and-forth with a teammate. Both are internal — consumers never see them.
At a glance
| Notes | Comments | |
|---|---|---|
| Format | Free-form text | Threaded with replies |
| Audience | Internal team | Internal team |
| Visible to consumer? | No | No |
| Best for | Context, status, reminders | Discussion, decisions |
| Multi-author? | Yes (each note has an author) | Yes |
When to use a Note
A Note is the digital equivalent of a sticky note on a paper file. Use it for:
- Context the structured fields don’t capture: “Caller mentioned they had a bad experience with their last carrier.”
- Reminders to your future self: “Need to follow up on dec page by Friday.”
- Heads-up to teammates: “Husband called separately and wants to be added as a driver.”
- Source notes: “Came in via referral from Acme Mortgage.”
Notes have a creator and a timestamp. Most agencies pin or highlight critical Notes so they don’t get buried.
When to use a Comment
A Comment is for discussion — a back-and-forth where threading matters. Use it when:
- A teammate needs to weigh in on how to handle the Submission.
- You’re tracking a decision through to resolution.
- You want a chronological discussion thread, not a pile of independent notes.
- The conversation has multiple participants.
Replies thread under the parent Comment so the discussion stays organized.
What’s not in either
Neither Notes nor Comments are visible to the consumer. They’re strictly internal. If you need to communicate with the consumer:
- Email them directly (outside SALT) using their contact info from the Submission.
- Send them a Continue Link if they need to update their answers.
- Use whatever direct channel you’ve established with them.
Don’t write things in Notes you wouldn’t want a teammate to see — they’re internal but they’re not private.
Notes and exports
By default, Notes are not included in standard CSV exports. They’re considered internal context, not data the consumer or external party should see. If you need Notes in an export, check whether your agency’s export configuration includes them or use a different export route.
Common questions
Can I @mention a teammate in a Note or Comment? Where supported, mentioning notifies the teammate. Otherwise, leave a Note and tell them out of band.
Can a consumer ever see a Note or Comment? No. Both are internal-only. They don’t appear on any consumer-facing screen, in confirmation emails, or in document requests.
Should I lean on Notes or Comments more? Most agencies use Notes heavily and Comments occasionally. Notes are faster and lower-overhead. Reach for Comments when there’s actually a thread to track.
Can I edit a Note after I’ve created it? Where supported, yes — Notes are editable by their author. Some agencies disable edits to keep the trail honest. Check your agency’s settings.