Add internal notes and mention a colleague

Internal notes are for your team only: what you checked, what the customer said on the phone, what to do next. Mention a colleague in a note to ask for help; they are told at once.

Before you start

• You need Reply to customers in the inbox.

Steps

1. Open the conversation in Inbox.
2. Under the reply box, type in Internal note (never sent).
3. To mention a colleague, type @[ followed by their user id and ], as the hint under the box says.
4. Select Add note. The note appears in the conversation marked internal note, with your name and the time.
5. To follow up later, the colleague you mentioned opens the conversation from their Mentions view, reads your note and answers in a note of their own, or replies to the customer.

When you are mentioned

• You get You were mentioned in the bell (see notifications).
• The conversation appears in your Mentions view in the Inbox, and on Today.
• You can choose to get mentions by e-mail too, at once or in the daily digest, in Notification settings.

Good to know

• Never sent. A note never reaches the customer, on any channel, and never shows in the web chat or the portal.
• System notes. Kluvan adds its own notes too, for example a hand-over line, possible customer matches, or the consent a web chat visitor gave.
• Hand-overs carry their own required note; see assign and hand over.
• Kept with the conversation for as long as the conversation is kept.
• Use notes for context, not for the customer. Anything the customer should read goes in Reply; anything only the team should read goes in a note. A colleague who takes over later reads both in order.