Interaction notes can be added by an Agent and will be saved back to the Conversational Cloud as part of the Conversation. You may customize Notes to enhance efficiency and ensure consistent note-taking across the organization. Options include the ability to override some settings for an admin user.
What are Notes and how do they work?
The Notes feature is a core component of the LivePerson functionality. Notes offer agent users the ability to quickly and efficiently jot down important details about a customer interaction in the LivePerson UI. A record of each interaction with the same contact/lead/account and its corresponding note is subsequently made available for review in your LivePerson UI (Shuffle Notes), and in your CRM (Task logging). To open the customer record and review notes in your CRM, click on the Task associated with the interaction (Inbound Message) in the Activity tab. This will be stored in the comments associated with the task that is automatically created for the interaction.
Consistent note-taking is crucial to ensuring a positive customer experience. We took this into consideration when we built the Notes feature, and integrated the @Mention and Natural Language Processing tools .
By utilizing these features in conjunction with the Notes, you are on your way to ensuring proper documentation, visibility, and follow up for all customer interactions—not to mention those efficiency gains!
How to Configure Notes
Admins in Tenfold can follow these steps to enable and configure the Notes feature for users:
- Navigate to the Tenfold Dashboard.
- Click Features in the top navigation and then click the Notes Setup link on the left-hand side.
- Ensure the button at the top right shows Enabled.
- If Disabled displays instead, click the button to enable the feature.
- Scroll down to "Configure the Note Box for your organization" and select the options to apply to all users.
- Open the interaction on your CRM after saving it
- Select to automatically open the identified customer's CRM record (Lead, Contact, Account) in the browser after the user has saved an interaction.
- Save Follow up Task as Event
- Select to save followup tasks generated through Natural Language Processing or the Calendar Date Picker as Events in your CRM. Otherwise, followup tasks are logged as tasks.
- ℹ️NOTE: All changes made in this section will affect the entire user base. Review the available custom configurations.
- Click Save for Organization to save the Notes settings.
- ℹ️NOTE: any changes made to the settings will be reflected in the Agent UI in real time. i.e. The Agent can delete the task and recreate it, in which case it will create it as an event if the setting was changed.
By default, all Inbound message interactions are logged based on the settings and configuration in the Data Memorialization feature. If there are notes associated, it will be logged with the following subject "Inbound Message: First line of notes".
If a note is not created yet, then the activity will be logged with the following subject "Inbound Message - Channel - PhoneNumber/Email". The phone or email will be included based on the information present in LivePerson based on the channel the consumer is messaging on. The default task created for the interaction will always be logged in a completed state.
Notes from previous interactions with the same matched contact/account/lead will show in the application. However, if there was no match, then this will not show any previous notes. In the case of no matches, the notes get saved back to LivePerson and will be associated with the task created for the inbound message.
The Calendar Date Picker is available by default to agent users in their application for the purposes of scheduling follow up tasks. The follow up task created from the Note will be logged In-Progress state.
ℹ️TIP: Users often forgo taking notes because a manual note-taking process is time consuming and inconvenient. Our application strives to make the note-taking process as seamless as possible. Make use of Dispositions, NLP and @Mentions to help Agents create meaningful notes and follow ups .
ℹ️TIP: Salesforce Connector supports LivePerson’s Copilot Automated Summaries. Please contact your account representative for more information.