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.
See also:
Edit or delete a predefined note
