Add a private note to a conversation
Adding private notes during a live chat is an excellent way to share internal insights or instructions without revealing them to the customer. This guide will walk you through adding a private note to a conversation in the Inbox module.
Step-by-Step Guide to Add a Private Note to a Conversation
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Navigate to the Inbox Module
- Go to the Inbox Module where all ongoing conversations are displayed.
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Receive a Live Chat Assignment
- When a customer requests a live agent, the system automatically assigns the chat to an available agent through a round-robin mechanism.
- Once the chat is assigned to you, a chat window will open.
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Open the Chat Window
- In the chat window, you will see the conversation along with the customer’s queries.
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Select the Private Note Option
- Above the reply text box, you’ll find two buttons: Reply and Private Note.
- Click on the Private Note button.
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Add and Send Your Private Note
- Type your note in the text box. This note will only be visible to your team members and not to the customer.
- After you’ve written your private note, press Send to save it within the conversation.
Using private notes helps team members stay informed and aligned while addressing customer queries. It’s an efficient way to keep internal communication organized during real-time interactions.