# Notes, Reception Messages and Office Messages in Gladstone 360

HTML version: [Notes, Reception Messages and Office Messages in Gladstone 360](https://support.gladstonesoftware.cloud/gladstone360/notes-reception-messages-and-office-messages-in-gladstone-360)

## Problem
Staff need to record information on a customer's record in Gladstone 360 and choose between a note, a reception message and an office message, so the right people see it at the right time.

## Resolution

1. **Use a note for a record of what happened**
   - **Notes** are date-stamped with the user, can be edited later to add a conclusion (for example "card handed back"), and don't block entry.
   - They don't pop up for reception: use a reception message if staff need to see it on arrival.

2. **Use a reception or office message for something staff must see**
   - **Office messages** (back office to reception) and **reception messages** flash up when the record is opened or the member swipes, and can block barrier entry depending on the entry point profile.
   - They can be added in Plus2 or 360, or created automatically by a workflow's correspondence step.
   - Staff with permission can edit a message to add a date-stamped update.

3. **Clear a message once dealt with**
   - **Pass to contacts** (listed as *Pass to member* in the permission list) marks the message as dealt with and turns it into a correspondence note, so history is kept.
   - **Delete** removes it completely, so consider removing the delete permission.
   - Once a DD debt is resolved, staff pass the message to clear it.

## Notes

- Cancellation, freeze and other workflows can add notes automatically, and online privacy-policy acceptance is logged as a note.
- System events also raise messages: for example a failed DD raises a debt, shows a reception message and emails the customer.
- In 360 the permission for these messages was described in training as a single on/off (it can't separate reception from back office as in Plus2); older permission documentation lists separate permissions (see [Gladstone 360 Check-in and Member Record Permissions](gladstone-360-check-in-and-member-record-permissions.md)).
- **Debts** show in 360 (Debts & alerts) and can be added to the basket and paid, but 360 can't remove or write off a debt. Do that in Plus2.
- You can't write ad-hoc emails from 360: only resend system emails, or use [Audience Builder](../gooperator/audience-builder.md).