Adding notes during interaction with a customer

@ammara.bokhari can we offer “adding notes” feature support during agents interaction with a customer? This very query is raised for chat interactions (client has purchased Hybrid chat from us) but it would be better if we could apply it to both voice and chat interactions.
If it involves any custom development or timelines then please mention it.

As discussed with you @junaid.sadiq, this is already a part of our plan and the new design of Unified Agent Gadget, which will allow agents to see unified conversation history of a customer across all channels and add notes about an interaction for both voice and chat.

Tentative timelines for the availability of the new unified design is Q4, 2020.