Table of Contents
Introduction
Notes are a handy way to collaborate with teammates or supervisors on a case without the content being sent to the customer(s) or added to the case transcript.
Why use Notes?
Click the drop-down arrow to
- Look at notes
- Close notes
- Create New Note
Create New Note
- Click the Add note button to create a new note
- Multiple Notes can be created on a single case
Saving and Deleting Notes
*You can create/leave a Note on any Public Case in Hi Marley
*You cannot delete a Note you did not create
Notes Replies
On any note, click on the Reply button to add a response. Users can receive email notifications when they receive a reply to their note. This can be enabled in User Notification Settings.
Notes Mentions
Users can tag other operators within Hi Marley Case notes
Typing the '@' symbol will pull a list of operators within your organization. You can either scroll through the list of users and select the operator you want to tag or you can start typing the name to filter the list of operators for selection / tagging.
When you tag someone, they will get a snack bar notification within Hi Marley.
Within the case there will be a blue dot on the Notes as well indicating that the user was tagged to the case notes.
The tagged operator will be added as a secondary operator to the case when they are tagged in the Notes Section. The operator will be removed from the case if the note is deleted.
Tagging someone in a note will trigger a notification. This can be enabled in User Notification Settings.