Using Notes for Team Communication

Agents can add notes during or after interactions. These notes are stored within the system and can be viewed by other authorized team members, ensuring continuity when handling customers or leads.

The Notes feature allows agents to record important information related to leads, customers, or conversations. This helps teams maintain context and track key details for future reference.

The Notes feature allows agents to record important information related to leads, customers, or conversations. This helps teams maintain context and track key details for future reference.

How to Use

Navigate to the Notes section on the navigation sidebar, then click it to open the Notes dashboard, where you can view notes related to a lead or conversation. Click “ADD NOTE”, enter the relevant information in the note field, and save it. The note will then be attached to the associated record for future reference. You can track your notes directly from the dashboard, especially when capturing customer queries that need to be addressed later or handled by a different agent. These notes can also be converted into threads, allowing agents to follow up and collaborate on a specific query more easily.

Best Practices

Record important details from customer interactions. Keep notes concise and relevant. Use notes to document follow-ups, decisions, or key conversation points.