The Notes area allows an agent to add any remarks for the benefit of the person who is reviewing the email response.
When they select the email, the contents of the Notes area is displayed along with the email and any composed response.
Whilst it is possible to add notes to the CRM for a particular email, the CRM notes pertain to the contact or the issue at hand. This is not really suitable for notes such as “Don’t tell the customer this!”.
Notes are saved when an action is taken on the email, such as submitting it for review, assigning it to an agent, or moving it to a queue.
Note: Any notes are discarded when the related email is resolved.