Click Details on the Incoming Message panel.
Click Add Note to create a new note.
Click Save Note to save the note. The note is saved with your name and the date and time you created it.
Click Clear Note to remove the contents from the note field.
The Notes feature has been enhanced recently. You can add notes, but you cannot delete or modify existing notes or notes added by other agents. For example, during multiple routing, you can read the notes of other agents, and although you cannot delete those entries, you can add to the notes. Each note entry is marked with the note author's name and a timestamp, establishing an audit trail.
You can add a note or reminder when you are forwarding or routing a message, or collaborating on a message. You can add notes to keep with a message that is in your Inbox and read notes that someone else has entered, or you can add a note when you route a message to someone else.
The Notes feature includes View and Add note panels. The View panel is visible when you click the Detail button on the Incoming Message panel. The Add panel appears when you click the Add Note button.
If a note is included with a message, the Note icon appears to the left in the Note column in the Inbox Message List.
To add a note follow the steps in Adding Notes to Messages later on this page.
Points to keep in mind:
You cannot modify or delete an existing note or a note added by another agent.
Newly added notes are appended to the bottom of the existing note with the agent’s name and timestamp.
An Alert box appears if the note exceeds the 50,000 character limit. If this limit is exceeded, the note will be truncated to have 50,000 characters and no more notes can be added.
To add a note after selecting a message from the Inbox:
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Click Details on the Incoming Message panel. |
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Click Add Note to create a new note. |
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Click Save Note to save the note. The note is saved with your name and the date and time you created it. |
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Click Clear Note to remove the contents from the note field. |
Notes: If there is a note attached to your message, the following text appears in the message note panel of the Message Viewer element: This message has a note.
If a message with a note is sent to a deleted pop-up mail box, the message is returned with a failure to send message. Resend the message to a different mailbox.
Note text is visible to KANA Response users only. Note text is not sent with the response; customers cannot see note text.
How do I reject a message or return it to the agent?
How do I create a new e-mail message?
How do I review the source of a message?