Inside the request agents can communicate with each other (to discuss an incoming request or to save some information). Such messages are not available in system to clients, but are visible to agents.
To communicate between agents use the "Add internal note" button. Options for use:
- labor-intensive requests coming into the contact center that need to be flagged;
- operator training - checking the reply by the manager before it is sent;
- adding files;
- dialogue with a partner. The customer service specialist has the ability to engage a cooperating company to solve the problem. The partner will be able to answer using email, all of his letters will go into the internal notes.