Overview
@mentions let agents pull a specific teammate, manager, or department into any conversation thread with a simple @name. The mentioned person gets a notification, jumps straight to the message in context, and can reply on the internal note or take over the chat. It keeps shift handovers, billing escalations, and product questions inside the same thread instead of scattered across Slack, email, or WhatsApp groups.
- Tag any teammate inside private notes with @name autocomplete
- Mention whole teams or roles like @billing or @supervisors
- Recipients get push, email, and in-app notifications instantly
- Click the notification to land on the exact message
- Mentions thread under the conversation, not in side chat
- Works across all 9 channels including WhatsApp and email
- Audit trail shows who was looped in and when
How it works
1
Switch to private note
Inside any conversation, toggle from reply to internal note. The customer never sees what you write here.
2
Type @ and pick a teammate
Autocomplete suggests agents, teams, and roles as you type. Add context, attach files, and send.
3
They reply in the same thread
The mentioned teammate gets notified, opens the conversation, and answers on the note or takes over the chat.