Mentions and team notifications

Mention a teammate

1. Open the conversation. Click the Reply menu at the top left of the composer and pick Private Note. When the conversation is not yours, a card takes the place of the reply box: click Write a note there.
2. Type @. A list of Teammates to mention opens.
3. Keep typing to narrow it down by name, then pick the person with a click, Enter or Tab. Their name turns into a chip in the note.
4. Finish the note and send it. Everyone you mentioned is notified right away.

The list shows up to 8 matches and never includes you. One note can mention up to 20 people. Mentions only work in private notes: a reply to the customer has no @ list. A note with files attached notifies the people it mentions just like a note with text only. In the iPhone and Android app you mention the same way: write a private note, type @ and tap a teammate in the list. How to open a note in the app is in Private notes for your team.

The Mentions folder

Every conversation where a teammate mentioned you is listed under Mentions in the inbox panel, right below Mine. The number next to it counts the open and pending ones. A conversation stays in Mentions after you have read it, so the folder works as a list of everything you were asked to look at. Pick Resolved or All statuses in the status menu above the list to see older ones.

Agents whose role only shows conversations assigned to them see only Mine and Mentions in the inbox panel, and Mentions lists only conversations they are allowed to open.

In the iPhone and Android app, open the Inbox menu under the search field and pick Mentions to list the conversations where you were mentioned. While a folder from that menu is open, the button shows its name, for example Mine.

The notification bell

The bell sits in the left rail. Its badge shows how many notifications you have not read yet. Click it to open the list, newest first, each with the contact, the conversation number and how long ago it happened. Clicking a notification opens the conversation and marks it as read. Mark all as read clears the badge.

You get a notification when:

• You were mentioned in a private note.
• Conversation assigned to you, also when a teammate transferred it to you. A transfer shows who sent it, their note and Next up once you have room when it waits for a free slot (see Take, take over and transfer conversations). If a conversation you transferred found no free slot in time and went to the queue, you are told here as well.
• New conversation came in. It goes to the person it was assigned to, or, while nobody has it, to everyone who can open it.
• New customer message arrives in a conversation assigned to you, reserved for you, or not taken by anyone yet.
• Label applied to conversation, for labels set to Notify agent or Notify team under Settings > Labels.
• An SLA target was missed: SLA: First response missed, SLA: Next response missed or SLA: Resolution time missed. These go to the person the conversation is assigned to and to every administrator.

You are never notified about your own actions, and only about conversations you are allowed to open. If you lose access to a conversation later, its notification stays in the list with You can no longer open this conversation. When you have unread messages from Deskwoot support, they show as a separate row at the top of the list.

Emails and phone pushes

Mentions, assignments, new conversations, new messages and missed SLA targets can also reach you by email. The email says what happened and links straight to the conversation. A mention email also quotes the start of the note, and a transfer email quotes the transfer note. Emails are written in your dashboard language, the one you pick under Language in the user menu of the rail.

With the Deskwoot phone app installed and signed in, you also get pushes on your phone:

• when you are mentioned
• when a conversation is assigned or transferred to you
• when a customer starts a conversation or writes in one, if it is yours, reserved for you or not taken by anyone yet (no push while the AI bot is still answering the chat)
• when the AI bot hands a chat to your team
• when a label set to notify you is applied
• when a conversation misses an SLA target, if it is assigned to you or you are an administrator

A tap opens the conversation. Pushes are written in the language of the phone app, so each teammate reads them in their own language.

If you use Telegram, you can also get a Telegram message when the AI bot hands a chat to your team. Open Settings > Notifications, click Connect Telegram and press Start in Telegram.

Choose what reaches you

1. Click Settings in the rail and open Notifications.
2. For each event, switch In-app (the bell), Email and Push (the phone app) on or off.
3. Click Save Preferences.

Your choice applies to you only and to this workspace. Push for Mentioned in Conversation and Conversation Assigned is always on, because both are a direct request for your attention. Email for New Conversation and New Message starts switched off, since those can be many mails a day. The push for the first message of a new conversation follows the Push switch of New Conversation, the push for every later customer message the one of New Message. The 3 SLA rows have their own Push switch as well. The same page also has the sounds for the browser, see notification sounds.

In the phone app, open More > Push Notifications to choose which events push to your phone. Mentions and assignments show Always on (critical event) there. Email is set in the web dashboard.

Mention or assign?

Mention when you need a teammate's input but the conversation should stay with you: a quick question for billing, a second opinion, a manager's approval for a refund. Assign or transfer when the work should move to someone else. You can also do both: leave a note with a mention that explains the situation, then hand the conversation over. More about notes in private notes, and about the folders in inbox folders.

Frequently asked questions

Does the customer see my mention?

No. Mentions only exist in private notes, which only your team sees. The customer never sees the note or the mention.

How does the person I mention find out?

They get a notification in their bell with a link to the conversation, and the conversation appears in their Mentions folder. Depending on their settings they also get an email and a push on their phone.

Can I turn mention notifications off?

You can turn off the bell and the email for mentions under Settings > Notifications. The push for mentions always stays on, so a direct request for your help does not slip by.

Is mentioning the same as assigning the conversation?

No. A mention asks a teammate for input and leaves the conversation with whoever has it. Assigning or transferring hands it over.

I mentioned a colleague, but they got nothing. Why?

Notifications only go to people who can open the conversation. A teammate whose role only shows conversations assigned to them is not notified about a mention in someone else's conversation. Also check that they have not switched off the bell or email for mentions.

In which language are notification emails and pushes?

Emails use the recipient's dashboard language. Pushes use the language of their phone app. So a German teammate can get German pushes while you work in English.

Why do I get no email for new messages?

Email for New Conversation and New Message is off until you switch it on under Settings > Notifications. Remember to click Save Preferences.

Can I mention someone from the iPhone and Android app?

Yes. In a conversation, tap the round arrow button left of the message field, pick Private note, type @ and tap a teammate. They are notified the same way as from the dashboard.