Notes are very helpful when you need to save a piece of information about a single user. All you need to do is to go to User Profile and in the central part of the window you will see “Notes” - write down what you need to be remembered and click save. It will be saved immediately. Don’t worry, only you and your agents have an insight into the notes.
Another way to add notes is the conversation panel. When you have an open conversation and you form a message, you can see two buttons “Reply” and “Note”. When you decide on a note and go with “Add a note”, then it will be saved. All the notes can be seen when you enter User Profile, go to the left menu and click “Notes”.