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Add Notes to an Interaction

Use the Notes section in the appropriate interaction window or in the Interaction Information view to add notes or comments about the interaction.

Note: If you add notes to a chat, the other chat participants do not see these notes. However, these notes are visible to other CIC client users who are "Listening to" (monitoring) the interaction. For more information, see Monitor a Chat.

Tip: For information about adding notes to a Call, see View and Edit Interaction Properties.

To add notes to an interaction:

Do one of the following:
- In the Email List, select an interaction. In the Interaction Information view, click the Add a Note icon (plus sign).
- In My Interactions, select an interaction. In the Interaction Information view, click the Add a Note icon (plus sign).
- In the Callback window, Chat window, Email window for Incoming Messages, or E-mail Window for Outgoing Messages, click the Add a Note icon (plus sign).

In the Notes text box, type your observations or comments and click Add.

Result: One of the following happens:

- Your notes appear in the Notes section of the Callback window, Chat window, or Email windows.
- Your notes appear in the top part of the Interaction Information view.