Closing Notes
When a user closes a conversation, there is an option to input closing notes to provide a summary of what the conversation is about.

Getting Here

This setting is accessible by Owner and Manager only!
This setting can be accessed from the Settings navigation menu under the menu item, Closing Notes.
Closing Notes are conversation summaries that can be useful for managers to better understand the conversations between contacts and the platform without having to go through the details.
Closing Note consists of two parts, Conversation Category and Summary. User can select a category from the dropdown and these categories can be configured in this setting. Summary is a free input text for user to summarise conversation to provide context to their managers.
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Closing Notes Setting

Depending on the needs of an organisation, there are several options to configure this setting.
Closing Notes Dialog is optional & Summary is optional User will have an option to close the conversation with a closing note. They can choose to close a conversation with or without a closing note.=
Closing Notes Dialog is mandatory & Summary is optional
User do not have an option to close the conversation without a closing note. When they close a conversation, they are required to select a conversation category. However, Summary is optional.
Closing Notes Dialog is mandatory & Summary is mandatory User do not have an option to close the conversation without a closing note. When they close a conversation, they are required to select a conversation category and input a conversation summary.
Closing Notes Dialog is disabled User can proceed to close a conversation without closing notes. User will not have an option to close the conversation with a closing note.

Conversation Categories

Adding Conversation Category

Step 1: Navigate to Closing Notes From the side navigation menu, select Settings from the menu and select Closing Notes
Step 2: Press ADD CATEGORY At the top bar, press the blue ADD CATEGORY button and the Add Conversation Category dialog should open up.
Step 3: Fill up the required information
Fields
Description
Category Name
The name of the conversation category
Description
The description of the category
This will be shown to the users in the Closing Note dialog
Step 4: Add Conversation Category When you have filled in the fields, press the blue ADD button to create the Snippet.

Editing Conversation Category

If you need to make a change to an existing category, you can do so by choosing Edit from the actions menu. Bear in mind that you can only edit the description of a conversation category.
If you wish to rename the category, we suggest you to delete the existing category and create a new category with your preferred name.

Deleting Conversation Category

If a conversation category is no longer relevant or a duplicate of another, it can be deleted from the space by choosing Delete from the actions menu.
Be careful when you delete a category as it may be used by other users in the space. Bear in mind that the deletion cannot be undone.
Last modified 3mo ago