Using Notes (Engage Legacy)

Notes can be added while on a contact, after an ended contact or before transferring a caller.

Adding a note on an active call

You can add a note while on an active call by clicking on 'Add a Note' at the bottom of the page, and typing in your text.

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Click the green arrow which will give you access to additional note settings.

You can click on the round smiley-face to open the emoji tab. From here you can add emojis to your notes. Each emoji will count as 2 characters in the 0/1000 character limit.

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Click on the page icon to open the snippets tab. You can learn more about snippets and when to use them in the 'Using Snippets' article.

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After completing your note, click the green tick button. A Note icon will appear at the top right-hand side of the notes section.

The note will appear on the Customer Profile in chronological order.

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Adding a note to an ended call

After ending a call, your Agent Status will change to After Call Work, to allow you to add an additional note and a resolution code.

Depending on the configuration of your Engage settings, notes may be mandatory, or optional, before closing the contact.

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Notes added to an ended call can also contain emojis, and provide access to snippets.

After completing your note, click the green tick button and the note will appear on the Customer Profile in chronological order.

Adding a note before transferring a call

To make an internal transfer note before you transfer a caller, click the note button at the bottom of the conversation box and start typing in your note. You can also type your notes when you transfer the call.

Note: If you make a note after you transfer the call, the person/team that you transferred the call to will not see the note. Always do it before you transfer the caller.

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