Notes & Communication

Public and internal case notes, email and SMS notifications, file attachments, and reply templates.

Case Notes

Case notes are the primary communication mechanism within a case. There are two types:

Public Notes

Public notes are visible to the customer and can trigger outbound notifications. Use public notes for:

Responding to customer inquiries
Providing status updates
Sharing resolution details

When adding a public note, you can optionally send an email notification or SMS notification to the customer or participants.

Internal Notes

Internal notes are visible only to staff members. Use internal notes for:

Recording internal discussions
Documenting investigation steps
Leaving handover notes for other agents

Internal notes are never included in customer-facing communications.

Adding Notes

When adding a note to a case, the following fields are available:

Field	Description
Comment	The note text content
Is Public	Toggle between public (customer-visible) and internal (staff-only)
Send Email Notification	Send the note content via email to the specified recipient
Send SMS Notification	Send a notification via SMS
To	Email recipient address
Cc / Bcc	Additional email recipients
From	Sender email address (defaults to configured support email)
Subject	Email subject line
Phone Number	SMS recipient number

Notes support file attachments. Files are uploaded and stored as assets linked to the note. When cases are created from inbound email, any email attachments (including inline images from signatures) are automatically extracted and attached to the first note.

Email Notifications

When Send Email Notification is enabled on a public note:

The note content is sent as an email to the specified recipient
Omnium embeds a tracking reference in the email headers
If the customer replies to the email, the reply is automatically added as a new comment on the case (see Inbound Email)

Email details recorded on the note:

From Name and From Address — the sender identity
Subject — the email subject line
To / Cc / Bcc — all recipients
Delivery Method — set to "Email"

SMS Notifications

When Send SMS Notification is enabled:

The note triggers an SMS to the specified phone number
The SMS sender name is configurable
Delivery is recorded on the note

Reply Templates

Reply templates allow you to create pre-written responses for common scenarios, saving time and ensuring consistent communication.

Managing Templates

Templates are managed via Cases → Reply Templates and support:

Create — add a new template with a title, content, and optional category
Edit — modify existing templates
Delete — remove templates
Organize by Category — group templates for easier browsing

Using Templates

When adding a note to a case, select a reply template to pre-fill the note content. You can edit the content before submitting.

Reply templates are shared across all users in the tenant. Any user with case access can create, edit, and use templates.

Email Threading

When a customer replies to a case notification email, Omnium uses the embedded tracking reference to match the reply to the original case. The reply behavior depends on the case status:

Open case — the reply is added as a new comment
Closed case — the case is automatically reopened to the configured Status Reopen status, and the reply is added as a comment
Pending/lower status case — the case status may be downgraded to a lower level status

This enables seamless email-based conversations without requiring customers to log into any portal. For full setup instructions, see Inbound Email.