Collaborating on messaging conversations using @mentions

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<p id="docs-ai-summary-content">Use @mentions to collaborate on messaging conversations without reassigning them. Invite colleagues to join as followers by mentioning them in internal notes. They can then add public replies and receive notifications. Remove followers when collaboration ends. This feature is unavailable for live chat and can't be used by light agents or contributors.</p>
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<p class="p">Agents participating in messaging conversations may want to collaborate with colleagues
to solve a customer’s support request without reassigning the conversation to another
agent or admin.</p>
<p class="p" dir="ltr">There are several situations where doing so can be helpful, including:</p>
<ul class="ul" id="conversation_mentions__ul_xqx_y1p_qzb">
<li class="li" dir="ltr">Requesting input from an agent not currently following the
conversation.</li>
<li class="li" dir="ltr">Involving the expertise of a team lead or a specialist when the
assigned agent can’t answer the question asked.
</li>
<li class="li" dir="ltr">Letting experienced agents shadow new agents (and vice versa) so they
can step in when needed.
</li>
</ul>
<p class="p">When agent collaboration for messaging is turned on by an admin, agents can use @mentions
to add non-assignee agents to conversations as followers in a conversation. End users
can't be @mentioned.</p>
<p class="p">When an agent is added to a conversation in this way, they can:</p>
<ul class="ul" id="conversation_mentions__ul_ztr_htq_jcc">
<li class="li">Add public replies to the conversation. Public replies are viewable by any agent or
end user who can access the conversation.</li>
<li class="li">View and receive notifications for updates to the conversation.</li>
</ul>
<p class="p">You can use @mentions on both messaging conversations and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4928739064986" target="_blank">support tickets</a>. They are not available for live chat
conversations.</p>
<p class="p">This article includes the following topics:</p>
<div class="p">
<ul class="ul" id="conversation_mentions__ul_t2z_ydp_qzb">
<li class="li"><a class="xref" href="#topic_sn4_cbp_qzb">Inviting a non-assignee agent to collaborate</a></li>
<li class="li"><a class="xref" href="#topic_dvb_dbp_qzb">Removing an agent from a conversation</a></li>
<li class="li"><a class="xref" href="#topic_trw_cbp_qzb">Receiving @mention notifications and viewing conversations</a></li>
</ul>
</div>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6461188429210" target="_blank">Activating @mentions for messaging conversations</a> for more
information on turning on this feature.</p>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_sn4_cbp_qzb">
<h2 class="title topictitle2" id="ariaid-title2">Inviting a non-assignee agent to collaborate</h2>
<div class="body">
<p class="p" dir="ltr">Any agent or admin with edit permissions on a conversation, including those
who are not currently a follower or assignee, can invite an agent (or themselves) to
that conversation. Similarly, agents added to a conversation via @mention are
limited by their access permissions to that ticket. </p>
<p class="p" dir="ltr">You can invite colleagues using @mentions in an internal note but not in a
public reply. Invited agents can leave both public replies and internal notes in the
conversation.</p>
<p class="p">Because light agents, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832171034#topic_pzw_3bs_qmb" target="_blank">contributors</a>, and Chat-only agents can't
add followers to conversations, they can't use the @mentions feature (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846501402-Understanding-and-setting-light-agent-permissions" target="_blank">Understanding and setting light agent
permissions</a>).</p>
<p class="p"><strong class="ph b">To invite a non-assigned agent to collaborate on a messaging conversation</strong></p>
<div class="p">
<ol class="ol" id="topic_sn4_cbp_qzb__ol_rzq_gy2_bv">
<li class="li">From the composer, select <strong class="ph b">Internal note</strong>.</li>
<li class="li">In the body of the internal note, enter "@" followed by the beginning of the
agent's name. <p class="p">For instance, if you want to include agent Jane Doe, enter
"@Jan".</p>
</li>
<li class="li">Select the agent you want to add from the autocomplete menu.<p class="p"><img class="image img-screenshot" id="topic_sn4_cbp_qzb__image_hqw_rbf_bv" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/select_agent_convo_mentions.png" width="400"></p>
</li>
<li class="li">Finish composing your message and click <strong class="ph b">Submit</strong>. The agent is
automatically added as a follower on the ticket and is notified in the Agent
Workspace.</li>
</ol>
</div>
<p class="p">See <a class="xref" href="#topic_trw_cbp_qzb">Receiving @mention notifications and viewing conversations</a> for more information.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_dvb_dbp_qzb">
<h2 class="title topictitle2" id="ariaid-title3">Removing an agent from a conversation</h2>
<div class="body">
<p class="p" dir="ltr">When you’re done collaborating with an agent, you can remove them from the
conversation. Any agent or admin with edit permission on a conversation can remove
users. </p>
<p class="p" dir="ltr"><strong class="ph b">To remove a follower from the conversation</strong></p>
<ul class="ul" id="topic_dvb_dbp_qzb__ul_tkk_gbp_qzb">
<li class="li" dir="ltr">
<p class="p">In Agent Workspace, click the delete button (X) in the person's name box in
the <strong class="ph b">Followers</strong> list.</p>
<p class="p"><img class="image" id="topic_dvb_dbp_qzb__image_x1w_nbp_qzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/followers_unfollow.png"></p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_trw_cbp_qzb">
<h2 class="title topictitle2" id="ariaid-title4">Receiving @mention notifications and viewing conversations</h2>
<div class="body">
<p class="p" dir="ltr">When an agent is invited to collaborate on a messaging conversation via
@mention, they are added to that conversation as a <em class="ph i">follower</em>. The agent
receives conversation notifications and can participate in the conversation.</p>
<p class="p" dir="ltr">You receive a notification when the agent is initially added to a
conversation and when subsequent updates are made.</p>
<p class="p" dir="ltr">The table below describes these notifications and other indications an
agent has been added to a conversation and how to access the conversation in each
type of notification.</p>
<div class="p">
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_trw_cbp_qzb__simpletable_zgb_5cp_qzb" summary="">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
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<th class="stentry" id="d87e217" style="vertical-align:bottom;text-align:left;">Notification</th>
<th class="stentry" id="d87e220" style="vertical-align:bottom;text-align:left;">Example</th>
<th class="stentry" id="d87e223" style="vertical-align:bottom;text-align:left;">Description</th>
</tr>
</thead>
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<td class="stentry" headers="d87e217" style="vertical-align:top;">Initial @mention</td>
<td class="stentry" headers="d87e220" style="vertical-align:top;"><img class="image" id="topic_trw_cbp_qzb__image_gvv_kdp_qzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/conversation_mention_notification.png" width="200"></td>
<td class="stentry" headers="d87e223" style="vertical-align:top;">
<p class="p" dir="ltr">Appears in the upper-right corner of the Agent
Workspace interface for 10 seconds. Signed-in agents see this
notification regardless of their status.</p>
Click <strong class="ph b">Reply</strong> to
view the conversation in the composer.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d87e217" style="vertical-align:top;">Subsequent conversation updates</td>
<td class="stentry" headers="d87e220" style="vertical-align:top;"><img class="image" id="topic_trw_cbp_qzb__image_bf4_mdp_qzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/conversation_subsequent_notification.png" width="200"></td>
<td class="stentry" headers="d87e223" style="vertical-align:top;">
<p class="p" dir="ltr">Appear in the upper-right corner of the Agent
Workspace interface.</p>
Click <strong class="ph b">See conversation</strong> to view the
conversation in the composer.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d87e217" style="vertical-align:top;">Ongoing conversation updates</td>
<td class="stentry" headers="d87e220" style="vertical-align:top;"><img class="image" id="topic_trw_cbp_qzb__image_pxw_ndp_qzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/conversation_history_following.png" width="200"></td>
<td class="stentry" headers="d87e223" style="vertical-align:top;">
<p class="p" dir="ltr">Appears in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829025690" target="_blank">Messaging updates</a> list. </p>
<p class="p" dir="ltr">Click a notification to view the conversation in the
composer, view message details, and reply.</p>
</td>
</tr>
</tbody>
</table>
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