Agent notes are used by agents to document important information on a call or chat with a lead or customer. Agent notes can be helpful to keep track of each call or chat and understand the purpose of a call or chat. They can also be used to mark the outcome of a call or chat in order to review later.
Let’s say, for example, if a customer calls with a problem they’re experiencing with their product, it may be helpful for the agent to document the problem the customer is having so if they call again, the next agent that takes their call will be able to see the notes made by the previous agent.
For outbound calls, previous agent notes can give you a background or history of a particular lead. Previewing the lead history can be helpful for marketing and callback purposes. In scheduling a callback with a customer, notes are important so you can gather helpful information before you get back to them.
Administrators have control over enabling or disabling input fields for notes in the agent interface. Please note that there may be instances when call notes are disabled by the administrator and may not be available for the agent.