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Interaction Notes

Interaction Notes capture structured records of direct interactions — calls, emails, meetings, and conversations — related to a case. They live inside the Case Journey panel and give agents a complete picture of every touchpoint with contacts.

The Case Journey Panel​

The Case Journey panel opens on the right side of a case detail view. It has two tabs:

  • Case History — Chronological log of all changes, assignments, and system actions on the case
  • Interaction Notes — Manually added records of direct interactions with case contacts

Switch between the tabs to view history or interaction notes without leaving the case.

Searching Notes​

Use the Search note text bar at the top of the Interaction Notes tab to quickly find a specific interaction by keyword.

Adding Interaction Notes​

Interaction notes can only be added while a case is in Edit mode.

  1. Open a case and click Edit
  2. The Case Journey panel activates — click the Interaction Notes tab
  3. Add a new note with the interaction details
  4. Save the case — the note is saved along with the case

If you are viewing a case in read-only mode, the notes tab will show a message: "Interaction notes can be added while editing this case. Open the Case for editing to add and save notes here."

Note Types​

  • Call — Phone conversation
  • Email — Email communication
  • Meeting — In-person or scheduled meeting
  • Video — Video conference
  • Chat — Instant messaging exchange

Information to Capture​

  • Who participated
  • When it occurred
  • Main topics discussed
  • Decisions made
  • Next steps and action items

Organization​

Notes are organized by date (newest first). Use the search bar to filter by keyword when working with cases that have many interactions.

Best Practices​

  • Add notes immediately after the interaction while details are fresh
  • Be specific about outcomes and agreed next steps
  • Document follow-up tasks as case tasks so they're tracked
  • Include participant names and contact details for future reference

See Also​