Private notes are helpful for agents/supervisors to collaborate with teammates to help resolve customer issues faster. Private Notes also support ‘Mentions', which allow you to tag a specific agent who can contribute to a quicker issue resolution.
How to write a private note
- Go to the Chat Manager and click on a conversation to open it.
- In the reply window, click on the Private Note icon on left side.
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- You will see a yellow message box, type the note and click the Send button to post the note.
Every time you post a private note, your team will receive a notification informing them that you need their help to resolve a customer issue.
Mentioning in the private notes
Private notes can be used to mention particular agents who can contribute to a quicker ticket resolution.
To mention the agent in the private note:
- you can simply type ‘@’ before the name of the agent in the yellow message box as shown below. Next, you’ll see a list with active agents including the team they are assigned to choose from.
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Choose an agent and write the private note message. Then click the Send button.
Every time you post a private note using @, the mentioned agent will receive a notification informing them that you need their help to resolve a customer issue.
The mentioned agent can go to the notifications icon on top right next to Available toggle button and click on it see a list of private notes. Agent can then click on a particular note and will be automatically routed to the relevant conversation for collaboration.
All the conversations in which you are mentioned (using private notes) are listed in Mentioned inbox for a quick view as show below