A flower order handoff here, a reason you skipped a step there. Give each task as many notes as the work needs, and document KeepTrack™ steps right where they happen.
📝 Can I add more than one note to a task?
Yep. A task holds as many notes as the work needs, and a new note never overwrites an earlier one. Each note has its own replies, formatting and @mentions (how mentions, replies and formatting work), and staff can flag a note Critical (more on Critical notes). They all sit on the task card, as shown below.
🔴 A red Critical pill marks a note that staff flagged.
💬 Replies stay under the note they answer, and the Reply pill keeps the thread going.
➕ How do I add a task note?
Staff have two quick ways in, and both open the same dialog.
1️⃣ Click + Task Note on the task card
In Director View, open the case's Organize page and find an open task. Click + Task Note in the row under the task's name, next to the due date (it is circled in the first screenshot above).
📝 NOTE: + Task Note shows for staff in Director View on open tasks. Don't see it? Choose Add Task Note from the task's menu.
2️⃣ Choose Add Task Note in the task menu
Open the task's three-dot menu and choose Add Task Note, as shown below.
3️⃣ Write, tag and save
Either way, the Add a Note dialog for that task opens, as shown below. Write your note, format it with the toolbar, and click Add Note. Staff also get the red Critical toggle in the toolbar.
To tag a teammate, type @ and pick a name from the list, as shown below.
Each @mention sends that teammate one email, and editing the note later does not re-send it to people already mentioned. Nobody gets one of these emails unless someone @mentions or replies to them (how mention and reply emails work).
On a task the family can see, family helpers can read its notes too. The eye icon beside a note's menu shows whether the family can read it.
🔒 How do I write a KeepTrack™ step note?
Steps work differently from tasks. You write a step's note once, in the dialog you use to complete, skip or move the step, and then it locks.
🚫 Step notes are staff only. The Complete and Skip dialogs say "Never visible to family," and step notes are never shown to family helpers.
⭐ IMPORTANT: Step notes lock once they are saved: no edit, no reply, no delete. Use a case note (a note on the case itself) to keep the conversation going.
🧭 Where do I see notes alongside my steps?
Click View KeepTrack™ Steps under the avatar in the case header, as shown below. You may also hear this page called the Tracking page.
A step's own note shows right under that step once the step is done. The Reply pill under it is greyed out, and hovering over it explains why.
Case notes (the notes that belong to the case, not to a task) show on that page as threads with replies, in the same layout as the Activity Feed, as shown below.
New to KeepTrack™? What is KeepTrack™ is the place to start.
👪 What can my family helpers do with task notes?
On family-visible tasks, helpers write notes right from the task card in Family View.
✅ Family Admins can add task notes.
✅ Family Guests can add them only on tasks assigned to them or to Everyone.
✏️ Helpers can edit or delete only their own notes.
🚫 The Critical flag is for staff only.
The note box sits inline on the card. Write your note and click Save Task Note, as shown below.
Once a note is saved, an Add another Task Note link appears under it, as shown below.
Before you save in Family View, staff see a hint under the note box: "Visible to family helpers who can see this task" or "Not visible to the family."
❓ Other FAQs
What can I do in a step note?
What can I do in a step note?
The Complete and Skip note boxes have formatting, @mentions of teammates and, for staff, a Critical toggle. A Complete dialog shows a note box only when the step is set up with one, while Skip always has one. The Move box is optional plain text, with none of those.
Can I add a task note on a KeepTrack™ step?
Can I add a task note on a KeepTrack™ step?
Nope. A step's note is written when you complete, skip or move it, and you can't add another afterward. Start a case note instead.
Why don't I see View KeepTrack™ Steps?
Why don't I see View KeepTrack™ Steps?
It needs KeepTrack™ turned on for your funeral home, and the page is for staff only.
Need More Help? 👋
Chat with our team anytime. Or give us a ring at (208) 908-0488.