Notes allow Agents to add internal notes about a particular Conversation or interaction with a Customer.
![](https://connect.gladly.com/wp-content/uploads/2023/03/Notes.png)
How Notes are used #
Notes is a multi-purpose feature and can be used for general note-taking. Use Notes to:
- Write notes about a phone call to describe what happened and any action items.
- Summarize a long chat Conversation in your own words or with AI Summaries.
- Write the details of a voicemail.
- Add a document/attachment to the Conversation Timeline as a reference.
- +more!
Notes provide the flexibility to add depth and detail to a Conversation, which can be invaluable for anyone who needs to assist the Customer in the future.
See Add a Note to a Conversation to learn how to use Notes in a Conversation.
Mentions in Notes #
Notify other Gladly users to review a Note left about a Customer by mentioning them.
Mentioned users see a Growl notification for each mention that says <Agent Name> mentioned you in a Note on the top right corner of Gladly.
![Growl - One line notes](https://connect.gladly.com/wp-content/uploads/2023/03/Growl20-20One20line20notes.png)
Clicking Go to Note from the notification opens the Note.
The second notification appears in the Notifications Center. The red dot appears to signify there are new updates to review.
![](https://connect.gladly.com/wp-content/uploads/2023/03/image-1660950167645.png)