Use the Note feature to add additional depth and detail about a Conversation, a Customer, or anything you need to jot down for you or your team to see about the Customer. Anything you leave as a Note is for internal use only.
Add a Note
Go to the Profile of the Customer you want to create a Note and click
.Click Note.
The Note Composer will appear, where you can type your notes.
Click Add Note. The Note will appear on the Conversation Timeline.
Using Note for phone calls
The Note Composer will automatically load upon accepting a phone call so Agents can write the summary of a phone call.
Delete a Note
Only Administrators can delete a Note.
Find the Note in the Conversation Timeline.
Click
then Delete Message.
Edit a Note
Notes can only be deleted but not edited at this time.
Use Answers in a Note
You can access Answers directly from the Note Composer and drop them quickly into your Notes.
For example, if you spoke to a Customer on the phone about your store’s return policy and want to make a note of it, you can insert the Answer on your returns policy into your Note instead of typing it out yourself.
Tip - Using Answers in a Note
You will only see the Use option for Message and Email Answer types. Alternatively, copy/paste any Answer content to your Tasks when needed.
Mention other users in a Note
Mention others in your Note by typing @<name> and selecting the user's name(s) on the list that appears so they are notified of your mention.
Mention is useful if you want others to review a Note.
Tip – If you need a user to take action beyond letting them know of your Note update, create a Task instead.
The user(s) you mention will see a Growl notification and an update that they're mentioned on a Note in their Notifications Center.