Team notes
Write down policies, pricing rules and edge cases your product can't show.
Some answers aren't anywhere in your product or docs: your refund policy, which plans include a feature, or how to handle an unusual case. Team notes let you tell Skavelo directly.
Writing a note
On the agent's Files & notes tab, go to Team notes and click New note. Give it a short title and write the content in plain language. A note can be up to 50,000 characters.
For example:
Refunds
Annual plans can be refunded within 30 days. Monthly plans can't, but customers keep access until the period ends.
Skavelo can use a new note in its very next answer, and an edited note takes effect immediately.
Tips for useful notes
- One topic per note. Separate notes for refunds, plan limits and data retention work better than one long note.
- Write it as you'd tell a new teammate. State the rule, then the exceptions.
- Use your product's names. If the button says "Billing settings", use those words.
Deleting a note
Click the trash icon next to the note. Skavelo stops using it in answers immediately. This can't be undone.