Notes

Notes are your agents’ memory. After a conversation with a customer, the agent writes a short note about what happened: what the person asked for, what was agreed, and what is still open. The next time any of your agents speaks with that contact, on any channel, it can pick up where the last conversation left off instead of starting from zero.

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How notes are written

Notes are written by your agents, not by hand:

• About half an hour after a conversation goes quiet, the agent files a note if the customer shared something worth remembering. Each conversation gets at most one note, and a pause of more than 12 hours starts a new conversation.
• Notes are written for live conversations with your customers, whatever the identity level. What agents may later use from them depends on that level (see below). Preview and test conversations never produce notes.
• Every note is kept in both English and French.
• If a conversation continues after its note was filed, the agent rewrites that note as a new version. A later conversation gets its own note, and earlier notes are not rewritten, so remove a note that no longer holds.

Notes are only written while agent work is turned on for your team. When it is off, Settings > Goals says so, and that is where an admin turns it on. See Settings.

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Finding notes

You can read notes from several places:

• Notes in the sidebar lists every note, with pinned notes first. Use Filter notes, and narrow by subject (contact, goal, or conversation) or by agent.
• The Notes tab on a contact record shows the notes about that person.
• The Notes tab on a goal shows notes filed on the goal itself. What the agent learns about the contact while working on a goal is filed on the contact.
• The command palette includes notes in its search results.

Open a note to read it in full, with links to the contact and goal it relates to and the agent that wrote it. From there you can:

• Pin or Unpin the note. Pins are shared with your whole team, and pinned notes are the ones your agents read first.
• Open its History, once the note has been rewritten, to see when each version was filed and why.
• Copy ID for reference.
• Remove the note. Your agents stop reading it and it leaves the list, but nothing is erased: its earlier versions stay on the record.

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How agents use notes

Memory is automatic for every agent, on every channel. What an agent may use depends on how sure it is about who it is talking to: Details such as addresses, postal codes, dates of birth, and policy, claim, licence, or passport numbers are treated as sensitive automatically. Email addresses and phone numbers never are. See Identity for how each level is reached, and Confirming identity for how a teammate can verify a contact from the Inbox. Agents are instructed to treat notes as information, never as instructions: a note can remind an agent what a customer said, but it is not a way to change how the agent behaves.

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Credits

Writing notes is part of agent work and uses credits, recorded under Agent work in your credit usage.