How to Use Customer Notes

Learn how to add, edit, and delete customer notes on DoubleTick. Use internal notes to store key highlights, add customer context, and ensure seamless follow-ups within your team.

What Are Customer Notes?

Customer notes are internal messages that only your team can see. Customers cannot see these notes. You can use them to leave important context about a conversation, flag something for a colleague, or keep track of key details before passing a chat to someone else.

Notes appear directly within the chat itself, alongside the chat history. This means on any future date, when you scroll through the chat, the note will be visible right there in the conversation — no need to navigate anywhere separately.

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How to Create a Note

1. Open the chat you want to add a note to.

2. On the right side panel of the chat, click on the Notes tab.

3. Type your note content in the input field.

4. Click the Add Note button.

The note will be saved with the date and time it was created and will also appear within the chat.

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How to Tag a Team Member in a Note

You can tag a team member directly within a note to bring something to their attention.

1. While typing your note, type @ followed by the agent's name.

2. Select the agent from the list that appears.

3. Click the Add Note button.

The tagged agent will receive an instant notification. When they click on the notification, they will be redirected directly to that chat. This feature is available on web, Android, and iOS.

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How to Edit a Note

1. Find the note you want to edit in the Notes tab.

2. Click on the three dots icon next to the note.

3. Select Edit Note from the options.

4. Make your changes in the pop-up box that appears.

5. Click Save Note to update.

Once edited, the note will display the date and time of the most recent modification.

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How to Delete a Note

1. Find the note you want to delete in the Notes tab.

2. Click on the three dots icon next to the note.

3. Select Delete Note from the options.

4. A confirmation pop-up will appear. Click Delete to confirm.

The note will be permanently removed.

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Understanding Permissions related to Customer Notes

Admins can control which agents have the ability to create, edit, or delete notes. To configure this, go to Settings > Org Roles and search for Notes. You will find three permissions. To learn more about how permissions work, refer to Understanding Org Role Permissions.

Add Internal Notes: Allows the agent to create internal notes on a chat.

Edit Internal Notes: Allows the agent to update an existing internal note.

Remove Internal Notes: Allows the agent to delete an internal note from a chat.

Assign these permissions based on the level of access each agent should have. All notes, once created, are visible to all agents in the team.

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Summary

Customer Notes is a powerful internal tool that helps your team stay aligned on every conversation. You can create, edit, and delete notes directly from the chat. Notes are visible within the chat history itself, making it easy to review context at any point. Use the @ mention feature to tag and notify specific agents instantly. Admins can manage note access through Settings > Org Roles by assigning the relevant create, edit, or delete permissions to each agent.