Summary
In this guide, we will show you how to create and manage customer notes.
This feature allows staff to add notes to a customer’s profile via their FOH profile. These notes only display to staff, not the customers. They are also configurable by staff roles, which enables only certain staff with permission to view and add notes. The notes feature also sends email notifications to staff who participate in leaving notes.
For instance, a staff member may want to add a note on a customer account to flag them as a VIP customer to the other members of staff. Or simply make a note of a conversation with the customer to keep a log of it.
Step by step guide
2. On the customer account page, click on the Notes tab on the far right
3. Add a note to a customer account
A) Create a new note
From the notes tab, enter your comment in the 'Leave a note' box and click on 'Save Note'.
B) Reply to an existing Note
Other staff members can reply to a note, to either mark an outstanding action as complete, or to update a colleague to help with a customer enquiry. Reply threads are set to only one tier deep.
Just add your comment in Leave a reply box and click on Reply.
C) Formatting of Notes
The notes section supports markdown, which allows users to format the text with the following:
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- list view
If you want to add a note in a list format, click on the bullet point icon
- numbered view
If you want to add a note in a numbered list format, click on the number point icon
- bold text
If you want your text in Bold, simply click on the B icon.
- italic text
If you want your text in Italic, simply click on the I icon
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- callout
If you can also use the callout functionality. it can be handy if you wanted to include a quote from a customer's email.
Add your comment on the Leave a note box and click on the Callout symbol and click on Save.
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- hyperlinks
You can also hyperlink texts. For example, you wanted to link a child account to their parents.
Click on the link Icon and enter the link in the brackets and click on Save.
4) Notifications
Notes notifications allow staff to track the notes made against a customers profile. These are configured on a profile by profile basis, allowing staff to choose which ones specifically they wish to be notified about. These notifications will be received in a form of an email.
They can choose to be notified:
- On all comments
You will be notified for any notes added to this customer account, regardless of who added it.
- Only when participating
You will only be notified when someone is replying to your comment.
- Never
You will never be notified even if someone is responding to your comment
With the inclusion of the notes feature, when a member of staff is notified by email, that template is now configurable within the notification section under the name new_comment
A) From the home page, go to System Configuration
B) Go to Notifications
C) Go to Email Templates.
D) If you haven't already, you will need to create the email template for it. You'll be able to configure its content from there.