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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.
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