Customer service agent · Lesson 4 of 5
Working on a conversation together: comments, tasks and appointments
You can't solve every question alone. In this lesson you learn to bring in a colleague without the customer reading along, and to make sure a promise doesn't get forgotten.
5 minAvailable from Starter
What you'll learn
- Asking a colleague without the customer seeing
- Turning a conversation into a task
- Setting a reminder that drops when the customer replies
- Choosing between comment, note and task
Step by step
- 1
Write an internal comment
Below the text box you'll find Internal comment, followed by Only visible for your team. Write your question there, not in the regular text box above. Whatever is in the regular box goes to the customer.
- 2
Mention the colleague you need
Type @ and pick a name from the list. Your colleague gets a notification and finds the conversation under Mentioned. Say straight away what you need: "@Sam, can you check whether this invoice has been paid?" works better than "@Sam, have a look?".
- 3
Turn the conversation into a task
If you can't finish something right away, click More actions › Add task. Fill in What needs to be done? clearly enough for a colleague to follow, like "Call supplier about delivery time". The task stays linked to the conversation and also shows under Tasks in the menu.
- 4
Choose when you want to be reminded
Under Remind me pick a fixed moment, or Pick time for your own date and time. Hide conversation until then removes it from your list for now; it comes back earlier if the customer replies. That keeps your list clean without losing anything.
- 5
Follow up only when needed
Switch on Only if the customer doesn't reply when you're waiting for an answer. If the customer replies first, the reminder is dropped. An installer who asks for a photo of the fuse box only has to call back if that photo doesn't arrive.
- 6
Give the task to the right person
Open More options for For whom, a note and a priority. If the task belongs to a bigger project, use Also put on a board and choose a board and column. Assign the task to someone, otherwise it stays with you.
- 7
Schedule an appointment or share in team chat
More actions › Schedule appointment puts an appointment in Planning, handy for a call-back or a visit. If the whole team needs to know, choose Share in team chat. Then nobody has to explain the conversation.
Common mistakes
Typing your question in the wrong box
The customer's text box and the internal comment box are close together. Check which one you're in before you send, especially for a comment about a customer or a price.
Promising without a task
"I'll get back to you tomorrow" is easy to forget. Create a task with a reminder the moment you write it.
Using a comment for lasting information
An internal comment belongs to this conversation. If something always applies to this customer, like "prefers calls after 4 pm", put it under Notes in the panel on the right.
Tips
- Use a comment for a question, a task for something that has to happen and Notes for what you want to remember about the customer.
- Check Mentioned at the start and end of your day, so a colleague isn't left waiting for you.
- On the right of the conversation, Open tasks shows what's still open for this customer.
You're done when
- You've mentioned a colleague in an internal comment
- You've created a task with a reminder
- You know the difference between comment, Notes and task
- Your team knows where Mentioned and Tasks are
Frequently asked questions
Can the customer see an internal comment?
No, an internal comment is only visible to your team. Do make sure you type it in the right box, because the regular text box does go to the customer.
Where do I see where I've been mentioned?
You get a notification, and the conversation appears in the inbox under the Mentioned filter.
Does a hidden conversation come back if the customer replies?
Yes. Hide conversation until then keeps it away until your reminder, unless the customer replies first.