Internal notes are a great way to communicate with other team members through a live conversation you are having with a customer. Because these notes are internal, your customers will never see them.
To leave an internal note within a conversation, simply click the note button located next to reply. You can add a recipient to your note if you need to message someone for help with a specific issue, or just leave a note with some additional info for the next team member taking over the conversation.
There are other ways internal notes can be used.
- You can leave an internal note even if you're not on the dashboard UI. If you want to leave an internal note via email, you can use the
#notesyntax preceding the actual message to trigger an internal note event.
- When you log a new message in Re:amaze, an internal note is essentially created. You can then follow up with the customer as if the customer has initiated the conversation.
Pinned Internal Notes
Re:amaze also allows you to "pin" an internal note. Pinning an Internal Note will keep that note at the top of the conversation. This can be a huge time saver for you and your staff since you won't have to scroll through your messages looking for the note you need.
To do this, simply click on the pin button located underneath the internal note.
Once your note is pinned, you will see it located at the top of your conversation. You can edit your note and unpin if you need to.