Private Notes & Mentions

Overview

In each conversation, agents can add private notes for themselves or other agents in the dashboard. This gives agents the ability to stay in the dashboard while providing a private channel for agents to discuss the customer's conversation. Notifying other agents of a private note by mentioning them in a conversation alerts them of your message and allows them to jump directly into the correct chat. Private notes are not visible to the user who escalated the chat, nor will these notes appear in the transcript.

How to Add A Private Note & Mention Another Agent

Add a Private Note

1. Find your desired conversation and select it.

2. Above the 'Reply' field, agents can toggle from 'Reply' to 'Private Note' by hitting the yellow tab.

3. You will know you successfully switched into a private note when the reply window is yellow and the blue 'Send' button has been replaced with a yellow 'Add Note' button.

Always ensure that before you send your private note, your reply window is YELLOW and the blue "Send" button has been replaced with a yellow "Add Note" button. This way you are not sending your private notes to users!

Mention Another Agent

1. Find your desired conversation and select it.

2. Above the 'Reply' field, agents can toggle from 'Reply' to 'Private Note' by hitting the yellow tab.

3. Type '@' in the Private Note window, select the agent in the popup and type in your message.

4. Once sent, the mentioned agent will receive a notification if they've enabled notifications. Agents can chat back and forth within the private notes before responding to the customer.

Mentions only work in private notes! Always ensure that before you send your private note, your reply window is YELLOW and the blue "Send" button has been replaced with a yellow "Add Note" button.

FAQs

Do private notes show up in transcripts?

No! To view private notes, you would need to review the conversation within the Live Agent Engine dashboard.

What does the "Lock" icon mean in a message?

If there is a lock icon on the message, that means it is not visible to the customer.

Can you hide private notes from other agents?

All private notes are visible to other agents.

Will I be notified when I am mentioned in a conversation?

Depends on your personal notification preferences, but you can be notified! To learn more about what notification options are available, click here: Notification Preferences

Can customers view private notes?

No! Only agents within the Live Agent Engine dashboard can see private notes.

Do I need to be the assigned agent to send a private note/mention a user?

No! Any agent can go into a conversation and add a private note.

Why when I try to mention a user, I'm not getting the agent list popup?

Double-check that you are in the private note section! If you try and mention a user with the "@" icon in the reply section, the popup will not appear.