Author Notes and Conversation Notes FAQs

Author and Conversation Notes FAQs

What is an Author Note?

An Author note is used to keep track of information about a user so that the next time they interact with your brand, and the interaction gets managed in Engage, the person managing the conversation has additional information available. All Author notes are dated and timestamped for easy tracking.

For example, you may want to leave an Author note on a user who frequently shops at your store. Ex: "Brad always shops at our downtown location. He is a loyal customer!"

What is a Conversation Note?

A Conversation note is used to leave notes on a specific piece in a conversation. These notes are intended to keep track of specific details of an interaction.

For example, you need to reach out to your coworker to get some details before responding to this Instagram question about an upcoming event. So you would leave a conversation note saying 'Reached out to Angela for event details via Slack'. This would help your team understand why you didn't answer the question immediately.

Where Do I Find my Author and Conversation Notes?

Author Notes and Conversation notes are visible within the DGTL Engage application. Author notes are visible in the Author Column on the right side of your conversation view. Conversation notes are visible in-line with the relevant areas of the conversation (center column).

Can I Pin My Notes to the Author Column?

Yes, you can pin any Author Notes to the Author Column. Pinning notes will keep them at the top of your Author column in the Conversation View for easy accessibility. Conversation notes cannot be pinned to the Author Column because they appear in-line within the conversation (center column).

To Pin a Note in your Author column, click the 3 dot menu on the note and select 'Pin Note'. A pushpin icon will appear in the corner of your newly pinned note.

Can I Convert Author Notes to Conversation Notes?

Yes! To convert an Author note, click the 3 dot menu on the note and select 'Convert to a Conversation Note'. Your newly converted note will now appear in-line with the relevant item within the conversation column.

NOTE: You cannot convert Conversation notes back to Author notes. You can only delete Conversation notes.

Do My Notes Appear in Other Apps in DGTLsuite?

No. currently all of your Author notes and Conversation notes stay inside of Engage unless you are an Enterprise Subscriber with custom data outprocessing features. DGTL Create does have note functionality within its Brand Tab, but these are different from your Engage notes.

Why Can't I edit my Author Notes?

You can only edit your own Author Notes for up to 7 days after you left them.

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