Memos

The memo function enables the agent to add individual comments and information to a given customer mail. Memos will be displayed with the author’s photograph (if available).

The Memo tab is selected in the info window and all available memos for the current mail are displayed. The “Memo” tab is selected in the info window and all available memos for the current mail are displayed. A red digit immediately indicates to the agent that there are unread memos pertaining to the selected process. With another click on the process, a black digit appears displaying the total number of memos for the selected process.

With appropriate system configuration in place, the memo tab is automatically displayed on top as soon as there is at least one memo attached to a mail. The asterisk marking and the automatic display of the memo tab do not apply to closed mails in the Sent folder.

The symbol Add memo () allows the agent to save information and comments of interest to other agents in memo form. Depending on the novomind iAGENT database is being used, there may be a limit to the number of characters that a memo may contain. In this case, the agent should divide the memo into two and save each as a separate memo. The memo is filled with name, date, time and mail number.

The memo function is a particularly useful tool for information exchange when dealing with mails with a longer workflow or mails that have been forwarded via a number of different support levels.

The memos that are created for specific recipients, e.g. 2nd-level support staff, when external inquiries or external forwards are automatically saved as mail memos. This also applies to responses that are sent to external forwards (to find out how external inquiries and forwards are used, read section Forwarding).

The displayed sequence of existing memos can be turned around by clicking on the small triangle symbol.

Depending on the configuration of the novomind iAGENT system, it may be permissible to supplement and even change one’s own memos after they have been stored. For this purpose simply click on edit in the top right-hand area of the corresponding memo.

The available memos can be printed using the printer symbol ().

Tip: Memos can be copied into the clipboard by clicking if they are accessed via the search.

 Memos are only visible within the novomind iAGENT system. All available memos are automatically removed from the mail when it is dispatched.