Overview

Often, messages need to be seen by another teammate or team. Maybe they're better placed to answer it, or maybe you need their opinion before replying. You can add an internal note and @mention any one of your teammates so they get notified straight away and directed to that conversation.

How to mention a teammate

To mention a teammate:

1. Select the Note option from the inbox chatbox

2. Type @ to search and mention your teammate

3. Send note

Find conversations where you’re mentioned

Any conversation in which you are mentioned will appear in your notifications inbox:

When to loop teammates into conversations

Looping in others ensures faster resolution, better decisions, and consistent customer experiences. Here are key situations where it makes sense:

• Urgent issues – If something is time-sensitive, like a bug, a customer at risk of churning, or an unclear situation, loop in the right person (e.g., engineer, manager, or account owner) to get quick support or advice.

• SLA risks – If a conversation is about to breach your SLA, @mention your team so anyone available can respond. This prevents delays and helps maintain customer satisfaction.

• Product bugs or incidents – When a critical issue is affecting multiple users, tag your support or product team to align everyone and ensure consistent updates to customers.

• Knowledge sharing – Share interesting or unusual conversations that could be valuable for onboarding or upskilling teammates. These real examples help everyone learn.

• Complex product questions – If you’re unsure how to respond, involve an engineer or product manager to clarify technical or newly launched features.

• Feature ideas – If a conversation sparks a potential product improvement, loop in the product team so they can explore it further.

• Sales opportunities – When a user hints at needing a different plan or custom setup, involve Sales to help guide them toward the right solution.

• Positive feedback – If a customer compliments someone or a feature, mention the relevant teammate or team. These insights can also be used in marketing or product updates.