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As you map or redesign a process, you learn things that are not part of the process itself: a question nobody can answer yet, a decision the team has made, a figure from your CRM, something a colleague said in an interview. The operating model keeps these as notes on the process, or on a single step. There are four kinds:

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Where to find them

Open the process from the map. Notes appear in the Notes section, directly under the steps.
  • The Properties panel on the right shows how many Open questions the process has. Click the number to jump to them.
  • Notes about the process as a whole are listed first, under This process.
  • Notes about a single step are grouped under that step, for example Step 3 · Approve refund, in step order. Each step shows its own count of open questions.
Within each group, notes are listed in this order:
  1. Open questions that are still unanswered
  2. Decisions
  3. Answered questions
  4. Evidence
  5. Observations
Each note shows who logged it, when, and where it came from. A note added through Claude says so, for example “the process owner via Claude”.

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Answered and superseded notes

Notes can’t be edited or deleted in the app or through Claude. When an open question is answered, it moves to Answered questions and shows who answered it, on what date, and the answer itself. When a piece of evidence or an observation is out of date, it is marked Superseded and shown faded below the current ones, so the history stays readable.
If a step is removed from a process, any notes on it are kept. They appear in a group called On a step no longer in this process, because an open question does not stop being open when its step is retired.

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Adding and closing notes

Notes are added and closed through Claude, using the Kowalah connector. The process page shows them but does not edit them. Adding or closing a note needs the same edit rights as changing the process itself; anyone else can propose a change instead. When you are working on a process with Claude, ask in plain words:
  • “Log an open question on the triage step: can it read the order system directly?”
  • “Record a decision on this process: refund approval stays with the finance lead for the first quarter.”
  • “Close the question about weekly reconciliation. The answer is that the agent posts a daily reconciliation instead.”
  • “What open questions are there on this process?”
Claude saves the note against the process or the step you named. Refresh the process page to see it.
Open questions are the best place to start a follow-up session. Before a review or a redesign workshop, open the process and work down the open questions with the people in the room.

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Who can see notes

Everyone in your organization who can see a process can see its notes. Notes logged by the Kowalah team appear alongside your own and are labelled Kowalah. If a note needs removing, for example because it contains personal data that shouldn’t be there, ask your Kowalah team.