Share a note or file with a customer

Make a link to one note, file or folder for a customer, choose who can open it and for how long, then copy the link, change it or stop it.

Open the customer or record and press its Notes or Files tab. For example, in the sidebar open Operations, then Work Orders, open the work order, and press Files. Sharing works on anything that belongs to a customer.

Everything on these tabs is private to your team until you share it. A share is a link the customer opens in their portal or browser.

Before you start

• Your role needs permission to share notes or files. Letting the customer download, and sharing videos outside your organization, each need their own permission.
• The customer's contacts are listed as recipients. Add the person to the account first if they are missing.

Steps

1. On a file, open its menu and choose Share / manage link. On a note, press Share note (or Manage shared note if it is already shared). The sharing panel opens.
2. Under Sharing settings, pick the person in Select recipient, or Anyone with the link when no single person applies.
3. Under Who can open, choose Anyone with the link, Anyone with the link and passcode (then type a Share passcode of at least six characters), or Signed-in customer portal users.
4. Set an Open limit if the link should stop after a number of opens, or leave it unlimited.
5. Pick the Expiration: your organization's default, a custom date, or never if your organization allows it.
6. Switch Download on to let the customer save the file. For a note with attachments, choose Live — include future attachments or Snapshot — current attachments only.
7. Press Start sharing and confirm. Nova says Sharing started.
8. Press Copy link and send it to the customer by text or email. Nova says Share link copied.

What you see

• The file shows under Shared in the files view menu, and the panel shows when the link was last opened, or Never opened.
• To change the settings later, open the panel again, change them and press Save changes. Renew expiration restarts the clock.
• Replace link makes a new link and stops the old one. Stop primary link ends sharing; Resume sharing brings the same link back. Stop all links ends every link to the item at once.

If something looks different

• Share note is missing: the note's record does not belong to a customer, or your role cannot share.
• Only the note can be shared because you cannot share its attachments.: your role can share the note but not its files.
• Never (disabled by organization) is greyed out: your organization requires links to expire (Set how long customer links stay open).
• No contacts: the customer has no contacts yet.