FAQ: Can I take notes during a conversation?
Sometimes you need to quickly write something down about a customer or case. To do so, click on the yellow note icon in the top-left corner of the conversation.
To create your note, simply type in the yellow field. You may add shortcuts, emojis, formatting, links, images, or mention other agents. To save your note, click on the 'send' (arrow) icon.
Keep in mind that visitors will not be able to see your notes.
Other agents may view your notes and add to them.
Invite other agents into the conversation via a note by enabling your @mentions in your Conversation Settings. Once enabled, press the mentions ('@') button in a note and select the agent's name from the drop-down. If they're offline, they'll receive an email inviting them to the chat.
Learn more about conversation tools and navigating the conversation timeline.