Notes & Contact History
Updated at May 28th, 2025
Table of Contents
Adding notes
Sometimes, it can be useful to add a short note to a routed interaction. During the interaction, click to expand the Notes arrow in the Interaction zone.
Notes and contact history are only available when dealing with a routed (queued) interaction.
The Note remains available also during the after-call-work time for you while you enter some notes.
Once you have typed a note, simply click elsewhere in the screen for the note to be saved.
Once a note has been added, the interaction can be searched for using the ‘Contact history’ and any added notes will be visible.
Additionally, any added notes will also be shown in the ‘Contact history’ when another interaction is made or received from the same contact. Clicking this yellow icon dot will open the side navigation panel showing the note.
Contact History
As shown above, during an interaction, an agent can expand the ‘Contact history’ area to see a record of all interactions with the contact.
