How to add notes on a Customers Timeline

Introduction

Adding notes to a customer’s account is important because it helps create continuity in their experience. When you log a note, whether it’s about a question they asked, an issue they had, or a promise that was made, it ensures the next person who helps them has the full context. That way, the customer doesn’t have to repeat themselves, and you can provide more personalized, consistent support.

Notes also help track trends or recurring issues, which can prevent problems from being missed or repeated. Essentially, it’s about building trust, customers feel valued when you remember the details of their interactions and follow through smoothly.

For this reason, Fluid has created a Timeline on every customer record that you can add to and edit.

Login to Admin Portal

1. Visit: https://admin.fluid.app/
2. Enter your email address associated with your account.
3. Retrieve the 6 digit code sent to your email and enter it.
4. You are now in your company's Fluid Admin portal. 

Finding Customer Records

Once inside your portal, take the following steps to get to your customers.

1. On the left hand navigation bar, under We-Commerce, open the People dropdown.
2. Select Customers.
3. You now have a view into all of your customers. 

Adding to a Customers Timeline

1. Search for or select the specific customer you want and open their customer profile.
2. Scroll down to find the Timeline section on their profile
3. Type your comment in the text field provided
4. Click Post to add your entry

Tips and Tricks for Timeline Success

1. Be Clear & Concise
   1. Stick to the facts and avoid long paragraphs.
   2. Example: Instead of “The customer was kind of upset but calmed down after I told them what I could do,” write “Customer was frustrated about billing error; issue resolved after credit applied.”
2. Use Professional Language
   1. Notes should be written as if the customer could read them.
   2. Avoid slang, sarcasm, or personal opinions.
3. Include Key Details
   1. Record the who, what, when, and why.
   2. Example: “Spoke with John (account holder) on 9/26/25 regarding late shipment. Promised delivery by 10/1/25.”
4. Highlight Next Steps / Follow-Ups
   1. Always document what should happen next.
   2. Example: “Customer will call back with serial number; follow-up scheduled for 9/30.”
5. Stay Objective
   1. Don’t write about how you felt about the customer, just the facts.
   2. Example: Instead of “Customer was rude,” write “Customer raised voice when discussing fees.”
6. Think About the Next Rep
   1. Ask yourself: If I were the next person handling this account, would I understand what’s going on without having to re-ask the customer?