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Use @mentions to collaborate on messaging conversations without reassigning them. Invite colleagues to join as followers by mentioning them in internal notes. They can then add public replies and receive notifications. Remove followers when collaboration ends. This feature is unavailable for live chat and can't be used by light agents or contributors.
Agents participating in messaging conversations may want to collaborate with colleagues to solve a customer’s support request without reassigning the conversation to another agent or admin.
There are several situations where doing so can be helpful, including:
- Requesting input from an agent not currently following the conversation.
- Involving the expertise of a team lead or a specialist when the assigned agent can’t answer the question asked.
- Letting experienced agents shadow new agents (and vice versa) so they can step in when needed.
When agent collaboration for messaging is turned on by an admin, agents can use @mentions to add non-assignee agents to conversations as followers in a conversation. End users can't be @mentioned.
When an agent is added to a conversation in this way, they can:
- Add public replies to the conversation. Public replies are viewable by any agent or end user who can access the conversation.
- View and receive notifications for updates to the conversation.
You can use @mentions on both messaging conversations and support tickets. They are not available for live chat conversations.
This article includes the following topics:
See Activating @mentions for messaging conversations for more information on turning on this feature.
Inviting a non-assignee agent to collaborate
Any agent or admin with edit permissions on a conversation, including those who are not currently a follower or assignee, can invite an agent (or themselves) to that conversation. Similarly, agents added to a conversation via @mention are limited by their access permissions to that ticket.
You can invite colleagues using @mentions in an internal note but not in a public reply. Invited agents can leave both public replies and internal notes in the conversation.
Because light agents, contributors, and Chat-only agents can't add followers to conversations, they can't use the @mentions feature (see Understanding and setting light agent permissions).
To invite a non-assigned agent to collaborate on a messaging conversation
- From the composer, select Internal note.
- In the body of the internal note, enter "@" followed by the beginning of the
agent's name.
For instance, if you want to include agent Jane Doe, enter "@Jan".
- Select the agent you want to add from the autocomplete menu.
- Finish composing your message and click Submit. The agent is automatically added as a follower on the ticket and is notified in the Agent Workspace.
See Receiving @mention notifications and viewing conversations for more information.
Removing an agent from a conversation
When you’re done collaborating with an agent, you can remove them from the conversation. Any agent or admin with edit permission on a conversation can remove users.
To remove a follower from the conversation
-
In Agent Workspace, click the delete button (X) in the person's name box in the Followers list.
Receiving @mention notifications and viewing conversations
When an agent is invited to collaborate on a messaging conversation via @mention, they are added to that conversation as a follower. The agent receives conversation notifications and can participate in the conversation.
You receive a notification when the agent is initially added to a conversation and when subsequent updates are made.
The table below describes these notifications and other indications an agent has been added to a conversation and how to access the conversation in each type of notification.
| Notification | Example | Description |
|---|---|---|
| Initial @mention |  |
Appears in the upper-right corner of the Agent Workspace interface for 10 seconds. Signed-in agents see this notification regardless of their status. Click Reply to view the conversation in the composer. |
| Subsequent conversation updates |  |
Appear in the upper-right corner of the Agent Workspace interface. Click See conversation to view the conversation in the composer. |
| Ongoing conversation updates |  |
Appears in the Messaging updates list. Click a notification to view the conversation in the composer, view message details, and reply. |