Notes allow Agents to add internal notes about a particular Conversation or interaction with a Customer.
How Notes are used
Notes is a multi-purpose feature and can be used for general note-taking. Use Notes to:
Write notes about a phone call to describe what happened and any action items.
Summarize a long chat Conversation in your own words or with AI Summaries.
Write the details of a voicemail.
Add a document/attachment to the Conversation Timeline as a reference.
+more!
Notes provide the flexibility to add depth and detail to a Conversation, which can be invaluable for anyone who needs to assist the Customer in the future.
See Add a Note to a Conversation to learn how to use Notes in a Conversation.
Mentions in Notes
Notify other Gladly users to review a Note left about a Customer by mentioning them.
Mentioned users see a Growl notification for each mention that says <Agent Name> mentioned you in a Note on the top right corner of Gladly.
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Clicking Go to Note from the notification opens the Note.
The second notification appears in the Notifications Center. The red dot appears to signify there are new updates to review.
Self-mention is not possible
Users cannot self-mention themselves to remind themselves of a Task or a Note. They can only mention colleagues and other active Gladly users.