In Comm100 Agent Console, the Note feature is an internal communication used among the agents while using the Live Chat or Ticketing & Messaging. It is used to assist your teammates in handling customer queries and tickets without being visible to visitors to deliver a consistent customer experience and improve agent efficiency. 

Note Usage on Live Chat

Within the Live Chat tab on Agent Console, you can use Note during the Chat.

Consider a scenario where you notice that your teammate provides an incorrect reply or resolution of the query during a chat conversation with a visitor or your teammate doesn't know the answer to the query. You can help them by sharing the correct resolution or replying to the Note that visitors cannot see.

In the Note tab of the Conversation pane, you can either type an internal comment in the text area or attach a file to share the information. 

Once your chat has ended, you can also retrieve the Note information from the chat transcript from the Comm100 Control Panel. You can navigate to Live Chat > History > Chats and select the desired chat history to retrieve the Note information.

Note Usage on Ticketing & Messaging

Within the Ticketing & Messaging tab on Agent Console, providing internal comments or attachments as a Note for tickets is the same as you do for Live Chat.

Consider a scenario where you manually assign the ticket to an agent. You can tag them (@) in the Note to remind the agent to follow up in time.

In the Note tab of the Conversation pane, you can type as many internal comments as possible or attach files to share information internally.