Agents can use notes to add a comment or description to a conversation. Notes are not visible to customers, only to other internal users. Notes can be either free text added by the agent or a predefined note selected by the agent. Predefined notes are created by admins.
To create a predefined note:
Go to Conversations > Settings and select the Notes tab.
Click the plus button at the top right. The Create a predefined note pop up appears.
Give your note a name.
Add the content text, meaning the actual note that will be added to the conversation.
Click SAVE. Your new note is now available in the Notes table and also in the Workspace for use by agents.