Notes are comments or details that agents can record during the conversation they have with a user in the Live platform.
The annotations on the user are associated with the name of the agent who made them, with the corresponding date and time.
It is not possible to delete an annotation.
The notes are internal and the customer does not have access to their record.
To view the notes created by the agents, click on the 'Reports > Chat' option in the Live platform reporting module.
It is important to remember that the info to be downloaded will respond to the data filter you place in the header above.
When downloading the report, an e-mail is automatically sent to the e-mail address registered for accessing the platform, which will contain a link to access the corresponding detail.
You will receive a Zip file containing the information in the .csv extension, which can be opened in Excel.
In this spreadsheet, through column 'O', it is possible to see the notes created by the agents in the different conversations attended. In the same column you will also have additional contact and session data.
