Seeing Who Has Read Notes
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Nathan Walje
Within a customer's lead profile, users currently have the ability to leave notes. However, these notes serve little purpose if they go unread. To enhance both communication and accountability, it would be beneficial to implement a feature that tracks note engagement—specifically, who has read a given note and when. This functionality should apply to all types of notes, including call outcomes, mentions (e.g., @ tags), and general comments.
To ensure intentional acknowledgment, the feature could include a “Mark as Read” button that users must actively click after reviewing a note. This would provide clear visibility into whether critical information has been seen, thereby improving internal coordination and ensuring important messages are not overlooked.
Shelby Parker
Hiya Nathan Walje, thanks for this post! I have a few more questions for you:
- What specific types of notes are most critical for tracking engagement, and should be prioritized for this feature?
- How should the "Mark as Read" feature handle situations where multiple users read the same note?
- Are there any specific reporting or analytics requirements for tracking note engagement that would be useful for your team?
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Nathan Walje
Shelby Parker , the primary focus of this feature would be to track acknowledgment of the most critical types of notes, particularly those related to customer engagement and user mentions (e.g., @ tags). In the context of customer engagement, this includes call outcomes such as "Phone Conversation" or "Appointment Set."
Requiring users to mark every note as read—particularly routine entries such as "left voicemail"—may become redundant. To address this, an option should be provided when composing a note to include a "Mark as Read" button, allowing for more selective and purposeful use of the feature.
It is not uncommon for notes to go unread by sales representatives, resulting in situations where customers report that topics discussed with the BDC were never addressed during their appointment (store visit). By requiring sales personnel to actively "mark as read" important messages, the system provides a clear indication that the information has been acknowledged. This promotes accountability and ensures that essential customer communications are not overlooked.
Multiple users—such as sales representatives and management (and even other BDRs)—would have the ability to click the "Mark as Read" button on a note. The names of individuals who have acknowledged the note by marking it as read could be visibly displayed alongside the button, providing clear visibility into who has reviewed the information.
There are no specific reporting or analytics requirements for tracking note engagement in this context. The primary objective is simply to provide visibility into who has viewed a note. If a note is not properly addressed, this visibility allows for identification of the individuals who had access to the information but did not take appropriate action. It could help with communication between salespeople, managers, and BDRs.
Hopefully this answers your questions!