Mentions & Internal Notes
Create internal notes and @mention agents in a Live Chat conversation.
Use internal notes and @mentions to bring another agent into a conversation without replying to the customer.
Internal notes help you summarize a conversation before assigning it to an agent or team, ask another agent for advice, or share ideas and feedback. When another agent mentions you in a conversation, the conversation appears in your inbox under Mentions.
To create an internal note and @mention an agent:
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In the message composer, switch from Reply mode to Note mode.
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Type @, then select the agent you want to notify. The agent receives the notification in their Mentions inbox.
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Click Send. Notes and @mentions appear highlighted in yellow.