# Internal note templates

Twelve `/note` templates for the moments where context gets lost. Type `/note`
in the composer, paste, fill the brackets, press Enter. The customer never sees
these; the next person on the thread does.

---

**1. Handoff**
```
/note Handing to [name]. Customer wants [what]. Already tried [what]. Blocked on [what].
```

**2. Upsell context**
```
/note On [plan] since [date]. Hit the [limit] ceiling twice this month. Upgrade conversation is warranted, do not push it today.
```

**3. Payment preference**
```
/note Pays by [method]. Invoice to [entity], not the person writing. Needs a PO number on every invoice.
```

**4. Timezone and availability**
```
/note Based in [city], [timezone]. Only replies [mornings/afternoons]. Do not schedule calls before [time] their time.
```

**5. Decision structure**
```
/note Not the decision maker. [Name], [role], signs off. Our contact is the champion - arm them, do not go around them.
```

**6. Previous complaint**
```
/note Complained in [month] about [what]. Resolved by [how]. Handle with extra care; do not reference it unless they do.
```

**7. Technical environment**
```
/note Runs [stack]. Uses [integration] heavily. Any advice must account for [constraint].
```

**8. Trial or onboarding state**
```
/note Day [N] of trial. Has done [what], has not done [what]. The activation blocker is [what].
```

**9. Churn risk**
```
/note Usage down [N]% over [period]. Champion [left/quiet since date]. Flagging as churn risk - CS should reach out this week.
```

**10. Language and tone**
```
/note Prefers [language]. Keep replies short and factual; long friendly messages land badly with this one.
```

**11. Open commitment**
```
/note We promised [what] by [date]. Owner is [name]. If that slips, tell them BEFORE the date, not after.
```

**12. Do not do this**
```
/note Do not [call / send marketing / cc their colleague]. Asked explicitly on [date]. Honour it permanently.
```

---

## Rules

- **Facts, not opinions.** "Replies slowly" is useful. "Difficult customer" is
  not, and it is visible to anyone who joins the thread.
- **Date everything.** A note without a date rots quietly.
- **Write it when you learn it,** not at the end of the conversation. The end is
  when you have forgotten.
- **Anything a customer could reasonably ask to see** is safe to write. Anything
  else does not belong here, or anywhere.