📝 Internal Notes

Siena's Internal Notes feature is a unique tool designed to enhance your customer support operations. This feature enables you to share suggested responses with your support team, without these responses being sent to your customers. Instead, they are directed solely to your help desk.

Internal Notes are typically used for:

• Testing new automations: This ensures that while you're in the testing phase, your customers aren't exposed to any unusual responses.
• Assisting your support agents: Siena can add notes or provide assistance to your support agents. If they find the suggested response accurate, they can simply copy and paste it, delivering a swift response to your customers.

To activate the Internal Notes feature, click on More options located at the top right corner of the Response & Instructions action box. Then, switch on the Send as internal note toggle.

Please note that workflow updates or write actions won't run if the Internal Note is enabled. For example, if you have an automation for updating the shipping address, Siena will only write the response. The actual workflow action, which is to update the address, won't run in the backend.

We also monitor these tickets for you. On your main Siena dashboard, hover over the automations tooltip to view the percentage of internal notes.

While the Internal Notes feature is designed to help your agents respond quickly, our ultimate goal is to help you maximize the use of Siena. We aim to have Siena handle most of the conversations, freeing up your support team to concentrate on other crucial aspects of your brand.

If you have any further questions or need assistance, don't hesitate to reach out to our Customer Support team. We're always here to help!