Notes

So the Virtual Agent can leave messages to operators

One of the ways for Virtual Agents to communicate with Operators is by creating Notes. A Note will have a reference to the Contact and the corresponding conversation.

The most obvious reason for a Virtual Agent to create a note is when an escalation happens while the office is closed or when it wasn't able to dispatch the call.

Example of a note when no operators where available

The note will be displayed in the chat stream (inbox) as depicted in the above example. It will also be shown on the Dashboard so it will not be forgotten. That way, a Note is like a todo item. It is shown on the Dashboard until it is marked as done.

The Contact button will link to the details of the person of this conversation.

The Conversation button links to the related conversation so you can follow up.

When finished you can click the Mark as done button to remove the note from the dashboard.