In Engage, you can control the automated output of Smart Notes by setting custom instructions, and then choosing when Agents can use your configured settings.
This is done by setting up Smart Note Snippets.
Once configured, Smart Note Snippets can be applied to Workflows to control when Agents can use each Smart Note Snippet.
How to setup Smart Note Snippets
[.callout-primary--info]To use this feature, it must first be enabled in your account by Local Measure. Please contact Support or Customer Success to have this enabled.[.callout-primary--info]
- Navigate to Settings
- Select the Snippets tab
- Click the Add new snippet button
- Select the Smart Notes option
- Enter the Snippet Name, Description and select any other settings as required
- Scroll down to the Smart Summary section
- In the Content Template or Example section, enter the format in which you want the Smart Note to be generated
- In the Custom Instructions section, enter any additional information that is relevant when generating the Smart Note
- As an example, you could specify that the end-customer should be referred to as "Resident" or "Client"
- Select the tone in which you'd like the Smart Note to be generated
How to control when Smart Note Snippets can be used by Agents
Once you have set up your Smart Note Snippets, you can define when they are made available to Agents.
- Navigate to Settings
- Select the Workflows tab
- On the relevant Workflow, click the Edit workflow button
- Scroll to the Smart Tools section
- Expand the Smart Notes section
- In the Active Smart Notes section, type the name of the Smart Note Snippets you'd like Agents to be able to access when they are active on this Workflow
- You can add as many as required
- To save and apply your changes, click the Save Workflow button
How to use Smart Notes Snippets as an Agent
When an Agent is on a contact, they will have the option to choose from the Smart Notes Snippet as per the configuration of the relevant Workflow.
- When an Agent views the Notes section (whilst either on an ongoing contact or in ACW), there will be a button for each of the configured Smart Note Snippets
- Click the Smart Note Snippet that is relevant to the contact
- Engage will generate a Smart Note in the required format, using the relevant instructions
