Notes
Notes are helpful in specific customer engagement because they allow businesses to store and retrieve relevant information about their customers, such as their preferences, purchase history, feedback, or issues.
Add notes for internal communication.
Notes are visible only to agents and not to customers.
It can be used as supplemental information or explanation or to keep track of important details for future reference.
Use Case
Imagine you're an agent assisting customers. A customer named Emily contacted with a technical issue related to a software product. As you interact with Emily, you notice a few important details that could impact her situation:
She's in a different time zone, so response times might need adjustment.
She expresses frustration about a previously unresolved issue.
In the chatbot interface, you have the option to add notes to the conversation:
Another note mentions her time zone, helping you respond at appropriate times.
You also note her previous unresolved issue to provide context for resolving the current problem.
Add Notes
In the right-hand corner of the shared team inbox, there is a Customer Panel where you will find the Notes option.
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Now click on the Notes option. You can Add or Edit notes from here.
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To add a note, write it in the Add Note block and click on Add.
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Once added you can see the it below. To Edit the note, click the Edit Icon next to it.
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To Delete the note, click the Delete Icon.
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