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Collaborate with other agents in conversations
If an agent needs the help of another colleague who is more specialized in the subject of a conversation, he/she can create a private note and mention the agent. Private notes are not received by the contact, so all kinds of information or annotations can be added.
When a mention is made, the agent receives a notification directing them to the conversation. They can then reply with another private note or assign the conversation to themselves to complete the resolution.
Use cases for private notes
A private note is a very versatile item that can be used for a variety of purposes:
A private note is a very versatile item that can be used for a variety of purposes:
- Seeking help: In case of a complex question, a colleague or manager can be mentioned to help solve the problem.
- Reporting technical bugs: A technician or engineer can be mentioned to manage the bug resolution.
- Share positive feedback: Share positive comments and feedback from customers with the team so they feel a sense of accomplishment and recognition for their work.
- Share Customer Suggestions: When a customer requests or suggests a product or service improvement, you can note it and mention it to a colleague in the relevant department.
- Share Sales Opportunities: When a sales opportunity, subscription increase or new customer is identified, a dedicated sales representative can be identified to close the sale.
Related articles
Internal notes and mentions
Before writing an instruction for the team, select internal note mode. Mention an agent when you need their attention, and check the mention's recipient before publishing.
An internal note does not replace a reply to the customer. Before writing to the customer again, check that you are in message mode and on the correct channel.
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