Collaborate Behind the Scenes
Keep your team aligned with private internal notes invisible to customers. Share context with @mentions, document resolutions, track activity logs, and build team knowledge for every conversation.
Powerful Note Features
Everything you need for effective team collaboration.
Internal Notes
Private team communication invisible to customers. Add context, share insights, and collaborate internally without customers seeing the discussion.
@Mentions for Teammates
Notify specific agents in notes with @mentions. Get instant notifications to bring the right person into the conversation quickly.
Conversation Context Sharing
Share customer background, history, preferences, and issues between agents. Pass essential context when transferring or collaborating.
Note History
Complete audit trail of all internal discussions with timestamps and authors. Track who said what and when for full transparency.
Conversation Transfer with Notes
Pass context when reassigning chats to other agents. Transfer notes explain customer situation and what's been done already.
Activity Logs
Track all team actions, changes, and events in conversation timeline. See conversation assignments, status changes, and agent activities.
Metadata Collection
Custom fields on contacts and conversations. Store structured data like customer tier, product version, or account status for context.
Tag Management
Organize and categorize conversations with labels. Create custom tags for issue types, priorities, products, or any classification.
Team Collaboration
Multiple agents can add notes to same conversation. Build shared understanding and document collective knowledge as team.
Common Note Types
How teams use internal notes in practice.
Context Notes
- Customer history and previous interactions
- Known issues or special account circumstances
- Customer preferences and communication style
- VIP status or special handling requirements
- Related past tickets or conversations
- Account details and contract information
Transfer Notes
- Handoff information when changing agents
- What's been tried and discussed already
- Customer's current emotional state
- Expected resolution timeline or commitments
- Reason for transfer to specific department
- Priority level and urgency indicators
Resolution Notes
- Document how issues were resolved
- Root cause analysis for future reference
- Workarounds applied for known bugs
- Customer satisfaction and feedback
- Follow-up actions required after resolution
- Knowledge base article references
Advanced Collaboration
Work together seamlessly with powerful features.
Private Team Discussion
Discuss customer issues internally without visibility to customers
Use Cases: Strategy planning, escalation decisions, quality review, training moments
Context Preservation
Maintain conversation context across agent transfers and shifts
Use Cases: Shift handoffs, department transfers, follow-up conversations, long cases
Knowledge Building
Document solutions and insights for future team reference
Use Cases: Recurring issues, best practices, troubleshooting steps, policy clarifications
Agent Coordination
Coordinate multiple agents working on same complex case
Use Cases: Technical escalations, sales team collaboration, multi-touch support
Quality Assurance
Supervisors add coaching feedback and review notes privately
Use Cases: Performance reviews, training feedback, compliance monitoring
Compliance Documentation
Maintain audit trail for regulated industries and legal requirements
Use Cases: Financial services, healthcare, legal compliance, dispute resolution
Notes for Every Team
How different teams leverage internal notes.
Complex Support Cases
Solve difficult technical issues
- Document troubleshooting steps attempted by team
- Share technical details invisible to customers
- Coordinate with engineering on bug reports
- Track resolution progress over multiple sessions
- Build institutional knowledge from solutions
- Prevent repeating failed troubleshooting attempts
Sales Handoffs
Seamless prospect transitions
- Share prospect pain points and objections privately
- Note competitor mentions and pricing discussions
- Document decision makers and buying timeline
- Pass qualified leads with complete context
- Coordinate team selling on enterprise deals
- Track follow-up commitments and next steps
Quality Assurance
Maintain service standards
- Supervisors leave private coaching feedback
- Document policy exceptions and approvals
- Track compliance with service standards
- Review agent performance with specific examples
- Identify training opportunities from interactions
- Ensure consistent quality across team
Training
Onboard and develop agents
- Shadow experienced agents and add learning notes
- Document best practice examples for training
- Provide real-time guidance during complex cases
- Review and learn from past conversations
- Build knowledge base from successful resolutions
- Track new agent progress and improvement
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