Closing Notes
- Matthew Miao
UChat now allows its users to extend the livechat functionalities using Closing Notes. Closing notes allows live agents to provide more context for when a conversation is closed or moved to done.
How to get more insights with Closing Notes
Creating Closing Notes
Inside the bot, click on “Contents” and then “Closing Notes”.
Click on “+ New Category”
Click on Save to create a new category.
Enabling Closing Notes
Go to the Settings tab and click on Livechat settings. Enable the closing notes.
Once done, click on Save and you will be able to use closing notes.
Using Closing Notes
Closing notes can be used when moving a conversation to “Done”. When moving a user to done, if closing notes are enabled, the live agent will be prompted to enter the closing note.
The closing note can also be observed from the bot user overview.
Closing Note Trigger
Once a closing note has been applied, it can be used as a trigger to run automations.
This trigger is useful for notifications, analytics and other bot user related automations.
Closing Note In Condition Node
You can segregate users based on closing notes in a condition node as well.
Closing Note Analytics
You can access closing note analytics by going to the analytics tab.