Agents can use notes to add an internal comment or description to a conversation.
To add a free text note:
- Go to Conversations > Workspace and open the conversation you wish to add a note to.
- In the Conversation details extension, go to the Notes section and place your cursor in the input field.
- Add text and press Enter to save it.
If the same comments are used regularly, your admin can define a set of predefined notes for fast and easy selection.
To add a predefined note:
- Go to Conversations > Workspace and open the conversation you wish to add a note to.
- In the Conversation details extension, go to the Notes section and click the three-line button
to the right of the input field.
- Select one of the predefined notes from the list. The note text is added into the input field.
- Press Enter to save. You can also edit the note first before saving.
See also:
