# Team notes (/docs/teaching-skavelo/team-notes)

Some answers aren't anywhere in your product or docs: your refund policy, which plans include a feature, or how to handle an unusual case. Team notes let you tell Skavelo directly.

## Writing a note [#writing-a-note]

On the agent's **Files & notes** tab, go to **Team notes** and click **New note**. Give it a short title and write the content in plain language. A note can be up to 50,000 characters.

For example:

> **Refunds**
>
> Annual plans can be refunded within 30 days. Monthly plans can't, but customers keep access until the period ends.

Skavelo can use a new note in its very next answer, and an edited note takes effect immediately.

## Tips for useful notes [#tips-for-useful-notes]

- **One topic per note.** Separate notes for refunds, plan limits and data retention work better than one long note.
- **Write it as you'd tell a new teammate.** State the rule, then the exceptions.
- **Use your product's names.** If the button says "Billing settings", use those words.

## Deleting a note [#deleting-a-note]

Click the trash icon next to the note. Skavelo stops using it in answers immediately. This can't be undone.