Using Mentions in Conversations

Mentions allow you to tag a specific staff member within a conversation if something needs their attention.

To mention a staff member within a conversation, select Note in the message composer and type @ in your message. A list of staff members whom you can mention will be displayed. You can type a staff member's name to automatically select them from the list, or you can manually select them from the list. On desktop, you can also use the arrow keys and Enter key on your keyboard to select a staff member from the list.

Once the message is sent:

• The staff member who was mentioned will receive a notification that they were mentioned. They will only receive this notification if they have the Someone tags you in a conversation notification enabled in their user profile.

• The staff member who was mentioned can tap their push notification or select their in-app notification to go directly to the conversation where they were mentioned. In-app notifications for mentions are also organized under the Priority tab for easy access.