6 Feb 2024: Improve team work with notes

Neelke Stadler Updated by Neelke Stadler

Internal notes help improve team communication, ensuring smooth handovers between shifts and easier escalations.

It is now possible to add an internal note to a conversation that can only be read by other operators.

Leave an internal note

In our reply box, we’d add a new tab called “Internal note”. The background color changes to yellow, distinguishing a note from a message.

Anything that’s written in a note does not go out to the end user — it appears in the conversation thread in yellow — to help operators differentiate this from the conversation.

Coming soon: Mentions

Keep an eye out for mentions being added to internal notes. This upcoming feature will allow operators to mention a team mate directly, facilitating specific requests like translations or medical advice, further improving team collaboration!

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