Using Mentions in Conversations

Mentions allow you to notify specific staff members if something needs their attention within a conversation, including web chat conversations.

To mention a staff member when viewing a conversation, select Note in the message composer and type @. A list of staff members whom you can mention will be displayed. On desktop, you can use the arrow keys and Enter key on your keyboard to select a staff member from the list. Once a staff member is selected, their name will be inserted into the message.

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.