Mentions

Type @<teammate> in an internal note (on a ticket or a chat) and the named teammate gets an in-app notification. They see the unread count on the navbar bell and can click through to the originating note.

Triggering a mention

Write a note like:

@sarah these are the customers complaining about checkout. Can you take a look?

Tick Internal note and send. We parse @sarah from the text and:

1. Look for a workspace member matching either sarah (their email's local part) or sarah (the first word of their name). Case-insensitive.
2. If exactly one member matches, create a Mention row keyed to them and to the source note.
3. The mention shows in their navbar bell on the next page load (or live if they're already in the inbox; the bell is server-rendered today so a refresh is needed).

Ambiguous mentions

If @sarah matches more than one teammate (Sarah B. and Sarah K.), we don't notify either of them — we don't want to spam both. Disambiguate by typing more characters: @sarah-b or @sarahb (matching sarah-b@...) or @sarahk.

Self-mentions

We skip them. Typing @yourself doesn't create a row in your own bell — nothing to read that you didn't just write.

The navbar bell

In the agent dashboard's navbar (top-right area), a 🔔 bell shows a red badge with your unread count (9+ if more than 9). Clicking opens a dropdown of the last 10 mentions:

• Who mentioned you — the teammate's name.
• Where — the ticket reference or "a chat conversation".
• When — relative time (e.g. "2 hours ago").

Each row links to the source. Clicking marks that mention as seen. Mark all as read at the top clears the whole list in one go.

Where mentions DON'T work

• Public replies — mentions only get parsed in internal notes. We don't want to surface @sarah to customers.
• Outside the team — only active workspace members are matchable. You can't mention a customer or an external user.
• In KB articles — KB articles aren't conversations.

Cleaning up

Mentions don't expire or auto-delete. If you've ignored 50 of them for a year, the dropdown still has them (showing the most recent 10). Use Mark all as read when the list gets noisy.