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Add Custom Answer Internal Notes/ Description

Related products:Fin & AI
  • November 25, 2024
  • 2 replies
  • 21 views

Jessica Quinn

It would be great if an internal notes section/ description section was added to Custom Answers. 😊

This would allow you to add links to internal resources and give context to why this custom answer was created, especially if it is issue specific/ temporary and regarding something that will be improved in the near future.

In this case: you could link the internal issue/ improvement URL in the notes/ description section and note down the date that you intend to keep this custom answer live and why etc. so that there is full transparency internally for the purpose of each custom answer.

2 replies

Milan
Top Expert ✨
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  • Top Expert
  • November 25, 2024

Hi ​@Jessica Quinn 

That’s a good idea, I’ve seen teams that depend heavily on the Macros (previously Custom Answers) usage and many of them wanted better management of them, so I see how some internal notes / description, visible only to Teammates in Intercom would be great to have. Generally, Macros should be improved. First thing that comes to my mind are Folders (and they are now introduced in Knowledge > Content section - so they will probably come soon to Macros too). 

 


Nur Nahid
Expert User ✨
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  • Expert User ✨
  • November 26, 2024

This is a fantastic idea! Adding an internal notes section to Custom Answers would streamline collaboration and provide much-needed context for team members. It would help keep answers updated, link to internal resources, and improve overall transparency. Definitely a feature worth implementing! 😊