Sticky Notes

    Overview

    The Sticky Notes feature in Chat360’s Live Chat interface acts as a digital reminder board for agents and admins. It allows teams to create, edit, and manage important notes linked to specific conversations—just like using physical sticky notes to remember key tasks or information.

    Sticky Notes improve agent productivity by ensuring that critical customer details or pending follow-ups don’t get lost during chat transitions, shift changes, or escalations.


  • How to Use Sticky Notes in Live Chat
      • 1. Accessing Sticky Notes
      • Navigate to the Live Chat section on your dashboard.
      • Select any chat from Live, Assigned, or Archived tabs.
      • Click on the Sticky Notes icon located in the top-right corner.
      • The right panel will open, displaying any previously saved notes for that chat.
      2. Creating a New Sticky Note
      • Click on the plus (+) icon within the Sticky Notes panel.
      • Enter the relevant note details (e.g., “Follow up tomorrow at 3 PM”).
      • Click “Add” to save the sticky note, which will now appear in the right-side panel.


      3. Editing a Sticky Note
      • Click on the three-dot menu (â‹®) on the note you wish to edit.
      • Select “Edit”, update the note as required, and click “Save”.


  • Use Cases of Sticky Notes
    • Storing Customer Details

      • Save user preferences, membership IDs, prior grievances, or custom requests (e.g., “Customer prefers evening callbacks”).

    • Task Reminders

      • Jot down to-dos like sending product links, scheduling a demo, or following up on a complaint.

    • Admin-Assigned Instructions

      • Admins can use Sticky Notes to guide agents with instructions like “Handle with priority,” “Escalate to Supervisor if unresolved,” or “Do not offer discount on this case.”

  • Benefits
    • Helps prevent information loss across shifts or handovers.
    • Increases collaboration between agents and team leads.
    • Serves as a real-time, non-intrusive knowledge layer for ongoing conversations.
    • Ensures customer context is retained, improving continuity in support and sales chats.

Sticky Notes are a simple yet effective way to maintain conversation context and task visibility, making them a critical feature in high-volume, multi-agent environments.

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