Alerts and notes

Alert tags, alerts and notes are tools used to surface important information and support effective customer and account management.  They are displayed by tags on the customer details screen.

Alert tags are system-generated or manually applied flags that highlight critical or time-sensitive information about a customer or account. Alert tags:

• Draw immediate attention to important conditions
• Reduce risk and prevent errors
• Support faster, more informed decision-making

Alerts are used to display important information about a customer. When a customer profile is opened, any active alerts appear in the customer info ribbon (blue box), ensuring users see critical details immediately. Alerts are designed to help users quickly understand key conditions or risks before taking action on an account.

Notes are free-text records added by users to capture context, history, or interactions related to a customer or account. Notes:

• Record conversations and decisions
• Provide historical context for future interactions
• Support customer service continuity

Alert tags

Alert tags may appear on the customer info ribbon to quickly highlight key information about the customer.

The below tags are currently used:

• Life Support - customer is registered as having life support
• Hardship - customer is registered as having hardship
• Family Harm - customer has reported family harm
• Payment Plan - customer has an active payment plan
• Smoothpay - customer has an active Smoothpay plan
• Disconnected - customer has a disconnected site or is on a disconnected credit status
• Treatments Suspended - the customer's credit control status means they are not receiving treatments
• Unbilled Charges - customer has an unbilled charge on their account
• Concession Card - customer has a concession card
• Bank Direct Debit - customer is on the direct debit payment method
• Credit Card Direct debit - customer is on the credit card payment method

 

Alerts

An alert is an important note that appears in a blue box when you load a customer's profile.  It can be used to display any information you want a user to know as soon as they load the customer's profile.

To add an alert note, locate your customer, then go to the Customer Details menu and select Residential or Commercial.  Enter your message in the Alert text box located near the bottom of the page, then Save.

Tip: Alerts appear on all customer screens until dismissed by the user (x in right hand side of the box).

Customer Notes

Know more about what's going on with your customers by keeping a series of notes.

Customers like to be remembered both by agents they have spoken to before, and those they've only just met. Your customers might simply appreciate that your Customer Service Agent remembers all the previous times they have phoned, emailed, or chatted and what those previous issues were about.

Add a note

To add a note, locate your customer, then go to the Customer Details menu and select Residential or Commercial. Enter your note in the Notes field and save.  The Notes icon will now be displayed in the customer info ribbon.

Viewing a note

Notes can be viewed by clicking on the notes icon in the customer info ribbon from any screen.

Download notes

On the Customer Details screen, click on the Get Customer Notes button to see a report of all activity notes related to the customer. You can also export the customer activity notes into an Excel file.