This guide provides step-by-step instructions on how to use the new notes feature whilst in a call. It explains how to add notes during a call, view previous notes, and set callback notes. It also mentions an important tip about saving notes before leaving the call.


TABLE OF CONTENTS

Add a note

1. Whilst on a call, click "Add Note" to create a note for the call.


2. The "Add your notes..." field allows you to type in your note.


3. Once your note is complete, click "Save Note".


If you forget to save the note, the system will not save upon leaving the call.

View contacts previous notes


4. Click the "History" tab.


5. Previous notes, including ones added on the current call, can be viewed here.


6. Click the "Script" tab to get back to the script for the call.

Callback Notes

Tip! Remember, your Outcomes may differ in name to the examples shown here.


7. Set a callback disposition.


8. Any Outcome setup as a callback option will give you the ability to add callback notes. Click the "Add your notes" field and type a note.


9. Once you have added a note (and set the callback detail) click "Confirm". This will disposition the call and move you on.

Callback notes in the History tab.


11. Click the "History" tab to access the previous notes.


12. The callback not can be seen on the call where the outcome was a callback (You can also see the note for the active call as to why you called early).



Adding notes to interactions


1. Click the "Add Note" tab on the reply pane at the bottom of the screen to create a new note.


2. Click the "Add your notes..." field and type in your note.


3. Once you have typed, click "Save Note" to save it to the interaction (pressing ENTER will not save the note). If you navigate away without saving, the note will be lost.


4. The Note will be visible in the main conversation window as well as on the History tab. Any User accessing the history of the contact will be able to see all notes left on interactions.