You can add chat messages to Case notes for easy reference by pinning them. Pinned messages are accessible to all case readers.
To pin a message to Case notes:
- Go to your Chat Page
- Open the chat that includes the message you want to add to Case notes
- Choose the message and click the three dots icon next to it
- Click Pin note in an opened drop-down menu. A popup window with Note has been created information will appear
The pinned message will appear in the Case notes window.
To reply a pinned message in Case notes:
- Choose a pinned message in Case notes and click on it. A Replies window will open
- Type your reply in the Answer section and click Send
The reply will appear in a Replies window.
All replies stay in the case notes and are accessible to all case readers.