Agent notes
Information for the agent
Each customer profile has a field called Information for the agent. Here you can write internal notes that your AI agent will take into account every time it speaks or chats with that person.
This information is not visible to the customer — only to your team and the agent.
What it’s used for
Notes let you personalize customer service. For example:
- “Prefers morning appointments”
- “Always speak in Spanish”
- “VIP customer, always offer the earliest availability”
- “Has a nut allergy, important for restaurant reservations”
The more relevant information you provide, the better your agent can tailor conversations to each customer’s needs.
How to add notes to a customer
Open the customer editor
Go to Customers, click the options menu (three dots) on the customer card, and select Edit.
Lock a customer’s name
When the agent talks to a person, it may detect a different name than the one on file and try to update it. If you want a customer’s name to remain unchanged, you can enable the Lock name option.
With the name locked, the agent will not change the customer’s name even if it detects a different one during the conversation.
To lock or unlock a name:
- From the options menu on the customer card, select Lock name or Unlock name.
- You can also do this from the edit form by toggling the Lock name switch on or off.
Name locking is useful when a customer has a registered name that doesn’t match the one they use in conversation, or when multiple people share the same phone.
