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Atender

Labels, notes and handovers

Marking the conversation, leaving word for the team and handing service over without the customer noticing.

3 min de vídeo 8 imagens Painel do atendente
Aula gravada na plataforma real. O cursor, as legendas e o destaque existem só no vídeo.

Labels and notes are what keep a conversation making sense tomorrow. Without them, whoever picks the case up later — you included — starts from scratch.

Open conversation
The open conversation, with the actions on the right.

Labels

Labels
The account's labels.
Label list
Each label has its own color.
Label in the list
The label shows up in the conversation list.
  • They filter the queue — find every conversation on one subject.
  • They feed the Kanban — each label becomes a column on the board.
  • They turn into reports — the administrator measures by them.
Label it right away, not at day's endQuote sent applied at the moment you send it lets you find them all first thing tomorrow. Applied at the end of the day, half go unmarked — and the only way to recover them is opening one conversation at a time.

Labels belong to the account: you apply and remove them, but the administrator is who creates and names them. If a label your work needs is missing, ask for it — bending an existing label into a made-up use ruins everybody's reports.

Internal notes

Notes
The internal note is for the team — the customer does not see it.
Write a note
Writing a note.
Write down what is not in the conversationCustomer asked for a quote is already visible. Customer is the brother of the partner store's owner, always asks for 10% off is what makes the difference — and what nobody discovers by re-reading the history.

Handing over

Transfer conversation
Passing the conversation to someone else on the team.
Final screen
The conversation labelled and with an owner.
Never hand over without a noteThe customer is not told about the handover — as far as they know, it is the same conversation. If the next agent does not know what has been done, they ask everything again, and the customer concludes that nobody in the company talks to each other.
  1. Apply the label that describes the state of the conversation.
  2. Write a note with what the next person needs to know.
  3. Only then hand it over to the right agent or team.
  4. Check the list to confirm the conversation left your queue.