Departments, teams & notes

As your team grows, the work of helping visitors gets shared. NudgeVisor keeps everyone aligned: route conversations to the right department, collaborate through private internal notes, and leave notes on session recordings so nothing important falls through the cracks.

Departments: routing conversations

A department is a group that handles a particular kind of conversation — Sales and Support being the classic split. When a visitor starts a chat, you can direct it to the right department so it lands with the people best placed to answer rather than the whole team at once.

Departments work hand in hand with the live chat inbox, where incoming conversations are organised and picked up.

Teams & the shared inbox

Your team collaborates from one shared, unified inbox. Everyone sees the same conversations, so a teammate can pick up where another left off and there is a single source of truth for every visitor interaction. See the live chat inbox guide for how the inbox is laid out.

Internal notes on conversations

Internal notes are private, team-facing notes you add to a conversation. They are only ever visible to your team — the visitor never sees them. Use them to add context, hand a conversation over with a quick summary, or flag something a colleague should know before they reply.

Notes on session recordings

Notes are not limited to live chats. Agents can also leave notes directly on a session recording — handy for flagging an interesting moment, marking a bug worth investigating, or pointing a teammate at a session they should watch.

To find recordings that have notes, use the note filter on the recordings list. Sessions with notes carry an indicator, so you can quickly surface the ones your team has already flagged rather than scrolling through everything.

Keeping the team aligned

The thread that ties all of this together is identity. When visitors are identified, every conversation, note and recording shows a real person rather than an anonymous session — so whoever picks up the work knows exactly who they are dealing with.

Next steps

• Live chat & the inbox — where your team works through conversations together.
• Session replay — review and annotate recorded sessions.
• Identifying visitors — put a name to every visitor across the app.