Notes and attachments can be added as they pertain to a case.
NOTE: You must have Add permissions to Case > Notes Tab.
To add a new Case Note:
The most efficient way to add a new Note from any Case Tab, is by clicking the Quick Add menu in the Case Header. Select the Note option for the active Case.
You may also click the + New Note button from the Notes Tab list view.
The Note side pane will display. Enter the following details to save the new note. The Save Changes button is disabled until the required Body and Topic fields have data. The Discard button is disabled until changes have been made.
Note Body – Enter the note body into the required text field. There is no character limit to this field. Use the rich text menu to apply formatting, such as font size, color, and paragraph alignment. You can also insert a picture, mention Staff, attach Case Documents, and print the Case Note (available only from the Note detail view). Text formatting from Microsoft Word will be preserved when copied/pasted into Neos.
Type – Manual notes are created with a General type. This field cannot be changed.
Topic – Use the dropdown to select a note topic, as defined in the Case Note Topics Mini Directory. Topic is a required field. Once a Topic is selected and the Note Body is empty, a red outline will appear.
NOTE: Notes created manually from the Notes Tab with a "Phone Call" topic do NOT display in the Phone Calls type view. Only calls from the Communications Center (entered manually or automatically - using the RingCentral Integration) will have a topic of "Phone Call" and be displayed in the Phone Calls view within the Notes Tab. This allows phone call metadata to be preserved with the note.
Notes created manually from the Notes Tab with a "Text Message" topic do NOT display in the Text Messages type view. Only text messages sent to a Party's mobile number from inside Neos will be flagged as a "Text Message" type and be displayed in the Text Messages view within the Notes Tab. This allows text messages to be shown in the text conversation view.
Date/Time – Displays the date and time that the + Add Note button was clicked. Select the calendar icon to change the date from the calendar pop-up. Select the clock icon to select the time, in 30-minute increments or type in the desired time. NOTE: A future date and time cannot be entered. The Date/Time can be cleared by clicking the X but will default to the date/time when the note is saved.
Staff – Displays the currently logged-in user by default. Click the dropdown to select a different active user.
Subject – Use the optional text field to distinguish Notes that can be quickly searched in the Notes Tab list view, Advanced Search, and Activity Feed. "Subject" is also a column in the Notes list view. Up to 255 characters can be added.
Attachments – Click the Add Attachment text to open the Attach Documents window. By default, Neos will Show Case Documents Only for this active Case/Intake. Deselect the checkbox to include all documents across all of your Neos Cases/Intakes. Use the Search field to locate documents by the document Name. Documents can be filtered by Type, Category, and Tags. To return to the full list, remove the typed search and click the magnifying glass icon. One file can be added at a time. Click the button again to add additional files.
The Upload File button allows a file to be uploaded directly from your computer. After a document is selected, the Upload 1 file window will display where you can choose the Document Type, Category, and Tags. If your firm has NeosAI Platinum, select the slider to Analyze with NeosAI.
The Document Preview Pane will display when attachments that exist in the Documents Tab are single-clicked. Once an uploaded file has been added to a Note and saved, it will be added to the Documents Tab and the Document Preview Pane will be accessible for that uploaded attachment.
3. When required and optional fields have been entered, click the enabled Save Changes button at the top. The next sequential number will be assigned in the ID field, and the side pane will remain open.
4. You can also click the pencil icon before the new note is saved or after to display the Note Detail View.
5. The Notes Tab list view will refresh with the new note. To add additional notes, close the side pane and follow the steps from above.
Add Note – Detail View
To add a note from the original detail view, click the pencil icon on the preview side pane. The detail view has been reorganized to provide a larger space for the note body.
Follow the same field details from above. The Print Note option is available while in the detail view.
Click the Save Changes button to save and create the note. You will be returned to the Notes Tab list view.
Insert Picture
Pictures from your computer can be inserted directly into the body of a Note.
To insert a picture, click the Insert Image icon 
on the rich text menu. The Insert Image window will display. Drag/drop the image into the window or select the Browse button to locate the image you wish to insert. Click the Open button or double-click the file to insert. Only one image can be inserted at a time. Click Insert to add the image into the Note.
If the image is located online, you can enter the URL in the field below.
The inserted picture can be adjusted by single-clicking the picture to display an edit menu. The image can be rotated left or right, replaced within another image, aligned (left, middle, or right), resized, renamed (Alternative Text), and modified using the Image Editor.
NOTE: Picture edits can be performed in the list view side pane or in the detail view.
Click the pencil icon to display the Edit Image window. Use the options to Zoom in/out, Crop and Transform, Finetune, change Filter, and Resize. Click the Save button to keep your changes. The image in the body Note will be updated.
Mention Staff
Active Staff can be mentioned using the @ symbol in the body of a Note. The mentioned Staff will receive either an email notification or a Neos banner notification. While the signed-in Staff can mention themselves, notifications only trigger when another active Staff has mentioned you. Mentions are configured in Staff Profiles > Notifications Settings.
To mention Staff, place your cursor in the body of the Note and type Shift + @ from your keyboard.
NOTE: Up to the first 10 active staff will display when only the @ symbol is typed.
To further filter the list, type the staff you wish to mention. A list of matching Staff by Full Name will display. Select the desired Staff and their full name, as listed in their Staff Profile, will display in the Note.
Staff can be mentioned in the list view side pane or in the detail view.
