You can add notes regarding an interaction during an inbound/outbound phone call, or during a chat conversation. It enables smooth transition of an interaction from one agent to another. For example, if you have left a voicemail to a customer, you can leave a note to the next agent about the voicemail who handles the next interaction with the same customer in the future. The notes panel can be accessed via the Options menu in the Control Panel.
In Salesforce CRM, the notes are saved in the call log of the activity history. The agent who handles the next interaction with the same customer can refer to the call log and view the notes.
Note: This feature is applicable to the Enhanced integration of Multichannel Connect for Salesforce.
To access notes panel during a phone or chat interaction:
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