# Manage borrower notes

Borrower notes let agents record observations, instructions, and context about a borrower outside of any specific case. Notes appear on the borrower detail page and persist across all future interactions with that borrower. Use notes to capture information that any agent working with this borrower should know.

**Availability:** All clients
**Required permissions:** `note:read.sensitive` (to view, unlock, pin, or flag sensitive notes)

## View notes

From the [borrower detail page](/servicing-operations/agent-portal-crm/crm-borrower-card), the content area displays all borrower-level notes. Notes are sorted with pinned notes first, then by newest creation date.

Each note displays up to two lines in a collapsed view. Select a note to expand it and see the full content. The byline below each note shows the agent who created it and the creation timestamp. If the note has been edited, the byline also shows the last update.

Paginated results load automatically. Select **View more** at the bottom of the list to load additional notes.

**Note:** Case-specific notes are separate from borrower notes and appear only within their respective case detail views. See [View and manage interactions](/servicing-operations/agent-portal-crm/crm-interactions) for information about interaction-level notes.

## Create a note

1. From the borrower detail page, select **Add note** at the top of the notes section.
2. Enter the note content in the text field.
3. Save the note.


The note appears immediately at the top of the list (unless other notes are pinned).

## Pin a note

Pinned notes sort to the top of the notes list so they are visible to every agent who views this borrower.

1. Hover over the note you want to pin.
2. Select the pin icon.
3. In the confirmation dialog, confirm that you want to pin the note.


To unpin a note, select the pin icon again. The note returns to its position in the chronological list.

## Flag a note as important

Flagging marks a note for attention. Flagged notes display with a red indicator.

1. Hover over the note you want to flag.
2. Select the flag icon.


To remove the flag, select the flag icon again.

## Lock a note as sensitive

Locking a note restricts its content to agents with the `note:read.sensitive` permission. Agents without this permission see a message: "Content is locked. Only those with access, like a manager, can unlock this content."

1. Hover over the note you want to lock.
2. Select the lock icon.


To unlock a note, select the lock icon again. You must have the `note:read.sensitive` permission to lock or unlock notes.

**Important:** When a note is locked, agents without the `note:read.sensitive` permission also cannot pin or flag it.

## Edit a note

1. Hover over the note you want to edit.
2. Select **Edit**.
3. Update the content in the text field.
4. Save your changes.


The byline updates to show the editing agent and timestamp.

## Archive a note

Archiving is a soft delete — the note is hidden from the default view but not permanently removed.

1. Hover over the note you want to archive.
2. Select the archive icon.


To restore an archived note, locate it and select **Restore**. The note reappears in the notes list at its original position.

## Note fields

| Field | Description | Required | Values / Format |
|  --- | --- | --- | --- |
| **Content** | The text of the note. | Yes | Free text |
| **Pinned** | Whether the note is pinned to the top of the list. | No | True / False (default: False) |
| **Important (flagged)** | Whether the note is flagged for attention. Flagged notes display a red indicator. | No | True / False (default: False) |
| **Sensitive data (locked)** | Whether the note is restricted to agents with the `note:read.sensitive` permission. | No | True / False (default: False) |
| **Archived** | Whether the note is archived (soft deleted). | No | True / False (default: False) |


The following fields are set automatically:

| Field | Description |
|  --- | --- |
| **Note type** | `borrowerNote` for notes created on the borrower detail page. Other types (`caseNote`, `interactionNote`, `supercaseGlobalNote`, `supercasePrivateNote`) are scoped to their respective contexts. |
| **Category** | Set automatically for escalation-related notes: `escalationCreateReason`, `escalationUpdateReason`, or `escalationCancelReason`. |
| **Created by** | The agent who created the note. |
| **Created at** | The timestamp when the note was created. |
| **Updated at** | The timestamp of the last edit, if any. |


## Related pages

- [View borrower details](/servicing-operations/agent-portal-crm/crm-borrower-card)
- [View and manage interactions](/servicing-operations/agent-portal-crm/crm-interactions)
- [Navigate the CRM](/servicing-operations/agent-portal-crm/crm-overview)