Using Agent Notes

Last Updated : Aug 26, 2024 |

About this task

If the account administrator enables the add, edit, and delete options for Agent Notes, agents and supervisors can add agent notes to their customer interactions. Agent notes can include helpful information about a specific customer interaction. When you transfer the interaction to another agent, the receiving agent can use the information in Agent Notes to plan further customer interactions.

Procedure

  1. When you receive a customer interaction card, click the Accept Messaging Interaction icon to accept it.
  2. To add an agent note to this interaction, in the side panel, click the Agent Notes icon.
  3. Click Add a new note.
  4. Type a note as required and click Save.
  5. To edit a note, in the Notes pane, click the Three Dots icon and select Edit.
  6. Click Save.
  7. To delete a note, in the Notes pane, click the Three Dots icon and select Delete.
  8. To view the agent notes of past interactions, click the Customer Journey icon to view customer journey information.
  9. Click the Agent Notes icon of the interaction.

    If the interaction includes multiple agent notes from different agents, you can view all the notes in the Notes pane.