Notes

Notes let live agents add private annotations to conversations. They are only visible to teammates, and end users never see them. Use notes to leave context, reminders, or observations about a conversation for yourself or other agents.

Add a note

To add a note to an open conversation:

1. Select the Add note icon (sticky note) in the chat box toolbar.
2. The chat box switches to note mode, showing a yellow header labeled Note · only visible to teammates.
3. Type your note and press Enter or select Add to post it.

The note editor stays open after you post, so you can write multiple notes in a row. To exit note mode, press Escape or select X in the header.

note

In note mode, Moveo turns off other toolbar actions such as quick responses, file attachments, and voice messages. To use these features, exit note mode first.

Edit a note

To edit a note that you created:

1. Hover over the note in the conversation timeline.
2. Select the edit (pencil) icon.
3. The note editor opens with the existing text. Make your changes and press Enter to save.

Edited notes display an (edited) label next to the timestamp. Only the original author of a note can edit it.

Delete a note

To delete a note that you created:

1. Hover over the note in the conversation timeline.
2. Select the delete (trash) icon.
3. Confirm the deletion in the popover.

You cannot recover a deleted note. Only the original author of a note can delete it.

note

Notes support up to 2,048 characters. Use Shift + Enter to add line breaks within a note.

Next steps

• Quick responses
• Views
• Live chat overview