Let your assistant leave notes for your team
Turn it on or off
Notes are on unless an admin turns them off. In the gear panel on the CRM page, under Contact details the assistant records, the Let the assistant leave notes for your team checkbox controls them. The checkbox becomes editable once the saved settings finish loading, and the change saves automatically. The Consultant can propose this change too; the proposal card shows it as Assistant leaves notes for the team, and nothing changes until an admin approves it. Turning notes off stops new notes; notes already left stay on the Tasks list.
Notes or escalations
The assistant chooses between two ways of bringing in your team:
- Escalation, when a person must take over the conversation now. Automatic replies to that customer pause, the conversation is flagged in the Inbox, and your team is notified (see escalations-and-notifications).
- Note, when someone should follow up eventually but the assistant can keep the conversation going: a request it can't complete itself that can wait, feedback worth passing on, or anything a teammate should look at later. Whenever the assistant tells a customer it has let someone on your team know, it leaves a note, since the note is how your team hears about it. A reply that says so without a note is caught before it is sent: the assistant leaves the note and then replies. If it leaves the note but then writes no reply, the reply it was asked to fix is sent, since the note now makes it true. If it still can't leave the note, the conversation is escalated with the held reply. The assistant keeps replying, the customer never sees the note, and nobody is paged.
What a note looks like
A note appears on your team's Tasks list (see tasks), linked to its conversation, and the conversation's header in the Inbox shows a chip with its open tasks. Each conversation has at most one open note: when the assistant notes something new while one is open, it adds a line, with its time, to that note, and the note moves to the top of the list. Once the note is closed, the next one starts a new note.
Anyone who can see a note can mark it Done or Dismiss it. A team member sees a note only if they can read that conversation (see team-member-access); notes count toward the Tasks badge for everyone who can see them.
Deleting a customer on a sender also deletes their notes on that sender. Closed notes are kept for 90 days.
In the Simulator
In the Simulator, a note the assistant would leave is shown in the simulation only. It does not appear on your Tasks list.