You and other reviewers can pin conversations with notes. Share your pins with agents or other reviewers to prepare for your coaching sessions.
This article contains the following sections:
Adding notes with pins
Add notes to a conversation with pins. Pins allow you to come back to these notes later and use them in your next coaching session with an agent.
To pin a conversation with notes
- Navigate to the Conversations view or the Dashboard.
- Click the pin icon.
- Select a user to pin the note under.
- Enter your comments.
- Click Pin conversation.
Accessing pinned notes
Access your pinned notes from the Coaching section.
Sharing pinned notes
By default, your pins are private and only you can see them. However, you can @mention team members on your pin who will then be able to see (but not edit) them in their own pin board. From the pin-view panel, the pin takes you directly to the view where you pinned it originally.