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Adding private notes to capture more context

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Leaving private notes on your conversations is often a critical step in keeping everyone up-to-date on its status. In Kayako, notes let you leave updates and messages that are only visible to other agents and collaborators – not your customers. You can also @mention agents and collaborators to get a particular person's attention on a conversation.

In this article, we'll cover how to leave private notes, as well as how to get the attention of other agents and collaborators with @mentions.

Adding private notes

You'll add notes to a conversation from the same place you send replies, with all the same options for rich formatting, attachments, and macros. For each note, you'll choose the context in which to post it: 

  • Conversation – posts the note privately to the conversation timeline
  • User – posts the note privately to the user's journey, their organization's journey, and the timeline of all of their active conversations 
  • Organization – posts the note privately to the organization journey, the journey of every user in the organization, and the timeline of every active conversation in the organization 

NOTE: To add a private note in Kayako, you will need an agent, admin, or collaborator account with access to the conversation. 

To add a new note to a conversation: 

  1. Sign in to the agent area.
  2. Click a conversation to open it. 
  3. In the reply box, switch to the Note tab:
  4. Add the content for your note, which can include rich formatting, attachments, macros and @mentions (see below). 
  5. Select whether you'd like to attach the note to the Conversation, User, or Organization
  6. Click the Send button to post the note. Remember that these notes will not be visible to your customers. 
  7. Once a note has been posted, you can pin it by hovering over it, which makes it easier to find later:

Sending an @mention to an agent or collaborator

For an easy way to bring someone's attention to a conversation, Kayako supports @mentions for agents and collaborators from within private notes. Adding an @mention for someone will send them an alert via Kayako's notification center. 

NOTE: To @mention someone in Kayako, you will need an agent, admin, or collaborator account.

To @mention an agent or collaborator:  

  1. Sign in to the agent area.
  2. Click a conversation to open it. 
  3. In the reply box, switch to the Note tab.
  4. Type @ followed by the first few letters of an agent or collaborator's name
  5. Select the person you want to mention from the list that pops up.
  6. Leave the Conversation option selected.
    NOTE: Only notes posted to conversations support @mentions.
  7. Finish adding your note's content and click Send to post your note.
  8. The person or people you mention will receive an alert in the notification center the next time they log into Kayako 
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  1. Kelly O'Brien

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