Internal Note

This feature allows to add private notes visible only to agents and managers during user interactions. These internal notes are helpful in various cases:

• They help agents keep track of the user’s context and history, which can improve the quality and speed of the service.

• They allow agents to share information and collaborate with each other, especially when handling complex or escalated cases.

• They enable agents to add reminders or follow-up actions for themselves or other agents, which can increase customer satisfaction and loyalty.

Internal Notes will be visible only to the agents and not to the customers.

Steps to Write Internal Notes

1. Click on Internal Note in the Reply Section.

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1. Write your Note and Press Enter.

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1. Your Note will be stored in the Note section, in the right-hand corner of the Customer Panel.

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1. Editing and Deleting the Note can be done just by clicking the relevant icon.

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