Guide
Write the promise on the order.
The call can be perfect and still fail the store. Someone agrees to reship today, to a new address, and writes it in a notes app on their phone. The next person opens the order in Shopify, sees nothing, and either ships to the old address or calls the customer to ask what was already agreed.
Two places, on purpose
CustomerOS saves the note on the customer. When the call was about an order, it also adds the note to that order in Shopify. The customer record is where the relationship lives. The order is where the work lives. A reship is work. It belongs on the order.
A call that is not about one order — a question about a future product, a shade, a store policy — still has a home on the customer. The next person can read it without guessing which order it belonged to, because it did not belong to one.
What not to use as the system of record
A personal notes app, a text to a coworker, and a Slack message all share one trait: the order in Shopify does not know they exist. Anyone who starts from the order, which is how a store should start, will miss them.
How to tell it is working
Open yesterday’s calls. Every call that changed what the store will do should have a note. The day’s list is there so a missing note is visible before the shift ends, not after the wrong parcel goes out.