Agents have the ability to leave notes regarding conversations. These notes serve as a reference for future interactions and can be viewed in the conversation history feature.
Adding a Note
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Open the conversation sidebar and click "Add Note" (visible if under the 100-note limit).
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Enter the note content in the text field.
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Click "Save" to store the note (system records the creator’s name and date).
Editing a Note
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Click "Edit" on an existing note, make changes, and click "Save."
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Notes cannot be edited to be blank.
Viewing and Managing Notes
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Notes appear in the conversation history, newest at the top.
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Notes cannot be deleted.
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If the 100-note limit is reached, "Add Note" is disabled/hidden.
Who Can Leave and Edit Notes?
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Agents can leave notes on conversations they engage in.
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Admins can edit all notes.
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Notes display the creator's name and date of creation.
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Past notes remain visible and can only be edited by the creator or an admin.
Note Creation & Management
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Notes appear as a text field in the sidebar and are tied to visitors.
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Each note is a separate entry.
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A maximum of 100 notes per visitor is allowed.
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Once the limit is reached, the "Add Note" button is disabled or hidden.
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Notes cannot be deleted.
- If a note is created with no text input, it cannot be saved.
Display & Storage
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Notes are displayed on the conversation history page.
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Notes are sorted with the newest first.