Agent Notes

Adding a Note

1. Open the conversation sidebar and click "Add Note" (visible if under the 100-note limit).
2. Enter the note content in the text field.
3. Click "Save" to store the note (system records the creator’s name and date).

Editing a Note

• Click "Edit" on an existing note, make changes, and click "Save."
• Notes cannot be edited to be blank.

Viewing and Managing Notes

• Notes appear in the conversation history, newest at the top.
• Notes cannot be deleted.
• If the 100-note limit is reached, "Add Note" is disabled/hidden.

Who Can Leave and Edit Notes?

• Agents can leave notes on conversations they engage in.
• Admins can edit all notes.
• Notes display the creator's name and date of creation.
• Past notes remain visible and can only be edited by the creator or an admin.

Note Creation & Management

• Notes appear as a text field in the sidebar and are tied to visitors.
• Each note is a separate entry.
• A maximum of 100 notes per visitor is allowed.
• Once the limit is reached, the "Add Note" button is disabled or hidden.
• Notes cannot be deleted.
• If a note is created with no text input, it cannot be saved.

Display & Storage

• Notes are displayed on the conversation history page.
• Notes are sorted with the newest first.