Private Notes & Mentions
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Last updated
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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.
Find your desired conversation and select it.
Above the 'Reply' field, agents can toggle from 'Reply' to 'Private Note' by hitting the yellow tab.
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!
Find your desired conversation and select it.
Above the 'Reply' field, agents can toggle from 'Reply' to 'Private Note' by hitting the yellow tab.
Type '@' in the Private Note window, select the agent in the popup and type in your message.
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.
