| Announced on | Rollout starts | Rollout ends |
| December 4, 2023 | December 4, 2023 | December 14, 2023 |
We are thrilled to announce that messaging customers can use @mentions to invite agents to participate in conversations. This latest addition makes the conversational experience more collaborative and provides a streamlined agent experience.
This announcement answers the following questions:
What is changing and why?
Multiple agents can now collaborate on a single conversation with an end user to resolve an issue during a conversation.
Agent collaboration is activated on all accounts by default.
This feature helps agents in several ways, including:
- Seeking quick help from another agent without transferring the ticket back and forth
- Involving the expertise of a team lead or a specialist when the assigned agent can’t handle a question asked
- Getting help on a specific part of the conversation that is out of the scope of the assignee
- Training and induction so experienced agents shadow new agents and step in when needed
Key features include:
- The requestor can invite a non-assignee agent into a conversation for the messaging channel
- The mentions menu includes agent statuses, providing agents an indication of availability to manage expectations around response times better
- Mentioned agents are notified in the message preview and the Messaging update list
- Mentioned agents can send public replies to customers and update ticket statuses but can’t mark the ticket as solved if the conversation is active
- Mentioned agents can unfollow the conversation to stop receiving updates
- Feature management settings in Admin Center
Key experience elements
@mentioning via internal notes in conversations and agent statuses
Notifications in product
Public update notifications
Admin settings
What do I need to do?
Agent @mentions in messaging conversations are available for web, mobile, and social messaging channels. This feature is available on accounts by default without configuring settings in Admin Center.
For more information about this feature, see the following articles:
- Activating @mentions for messaging conversations
- Collaborating on messaging conversations using @mentions
Please share your valued feedback, as we are committed to continuously improving the product experience.