The Mentions feature allows teammates to collaborate in real-time to achieve efficient customer resolution. The Mentions feature enables any user to @mention another user or team while composing a note. Once mentioned, the user(s) will receive notifications (depending on how they have their notifications set up.)
Mentioning
Mentioning a teammate or team is internal only within Notes and is not seen by the contact. Mention another user or team by replying with a note and typing the @ symbol to pull up the list of teammates and teams.
Once the Note is posted, the teammate or team will be notified based on their individual notification preferences.
Managing your Mentions
When someone mentions you or a team you're a member of, you'll see the count of unread Mentions in your left side blue navigation. You'll also see this number added to your total actionable items, displayed in the red top Inbox badge count.
✅ Reminder: The Medallia Concierge badges and counts are hierarchical. The red Inbox badge count in the top nav represents the total number of items that require your attention. Then, the left-side blue navigation bar breaks your actionable items down based on open/close for conversations and read/unread for Mentions. Ultimately, you want to aim for a "zero-inbox" state, with all conversations closed/resolved and all mentions read/acknowledged.
Clicking on the Mentions navigation will display all of the conversations you've been mentioned in, sorted by the most recent mention. Unlike the Inbox views, all conversations in the Mentions list are personal to you. Unread Mentions will be displayed with a blue dot in the upper left corner of the conversation card, similar to conversations within the Inbox.
Clicking on an unread conversation will mark both the mention (for you) and conversation (for everyone) as read.
Managing your Notifications
Browse to My Settings > Notifications using the Profile dropdown in the upper right (your avatar). Here you can specify how you want to receive notifications when mentioned.
Happy collaboration!
--
📌 Note: Mentions is currently available on Web. This feature will be available on iOS and Android soon.