Summary
This guide will show you how to add and manage customer notes in the system. These notes are a useful way for staff to keep track of important information related to customers. Notes are only visible to staff and can be configured based on staff roles, ensuring that only those with the proper permissions can view or add notes. Additionally, staff can receive email notifications when notes are added or replied to.
Why Use Customer Notes?
- Flag Important Information: For example, a staff member can flag a customer as a VIP, ensuring that other staff are aware.
- Log Interactions: Staff can record customer conversations or important updates to keep a centralized log of customer interactions.
Step-by-Step Guide
1. Search for a Customer
2. Access the Notes Tab
- Once on the customer's profile page, click on the Notes tab located on the far right of the screen.
3. Add or Manage Notes
A) Create a New Note:
- In the Leave a Note box, enter your comment or message.
- Click Save Note to add the note to the customer’s account.
B) Reply to an Existing Note:
- Staff members can reply to existing notes to provide updates or mark actions as complete.
- Add your comment in the Leave a Reply box and click Reply.
- Note: Reply threads are limited to one tier deep to maintain clarity.
C) Formatting Notes:
The notes section supports markdown, allowing you to format text in different ways:
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List View: To create a bullet-point list, click on the bullet point icon.
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Numbered View: For a numbered list, click on the numbered list icon.
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Bold Text: To make text bold, click on the B icon.
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Italic Text: To italicize text, click on the I icon.
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Callouts: Use the callout feature to highlight important text, such as quoting a customer's email. Simply type your comment, click the callout symbol, and then click Save.
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Hyperlinks: To add a hyperlink (e.g., linking a child’s account to their parent's), highlight the text, click the link icon, enter the URL, and click Save.
4. Notifications for Customer Notes
Notifications allow staff to stay informed when notes are added or updated on a customer’s profile. Each staff member can choose their notification preferences for specific customers. Notifications are sent via email.
Staff can choose to be notified under the following conditions:
- On All Comments: Receive an email notification for any notes added to the customer’s account, regardless of who added the note.
- Only When Participating: You will only be notified when someone replies to a note you added.
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Never: You will not receive notifications, even if someone responds to your note.
Configuring Email Notifications:
When a note is added or a reply is made, staff members will receive an email based on their notification preferences. The email template for these notifications can be customized under the name new_comment.
To configure the email template:
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Navigate to System Configuration
- From the home page, go to the System Configuration module.
- From the home page, go to the System Configuration module.
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Access Notifications
- Click on Notifications.
- Click on Notifications.
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Email Templates
- Go to the Email Templates section. If you haven't already created an email template for notes notifications, you'll need to do so from there. Please refer this guide for more information.
- Go to the Email Templates section. If you haven't already created an email template for notes notifications, you'll need to do so from there. Please refer this guide for more information.
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Configure Template
- Once the template is created, you can customize its content to fit your organization’s needs.
- Once the template is created, you can customize its content to fit your organization’s needs.
This guide provides a clear path for creating, managing, and customizing customer notes, allowing staff to efficiently log important information and stay updated on customer interactions.