Mentions
Mentions collects every place a teammate tagged you with @mention across the workspace. Unlike the email Inbox, which tracks customer conversations, Mentions tracks internal collaboration signals—someone needs your input on a task comment, an inbox internal note, or a contact record note. Clearing your Mentions queue regularly prevents blocked teammates and ensures deal-critical context does not sit unread. Mentions appear in the Inbox section of the sidebar and aggregate sources so you do not hunt through boards and contacts individually.
Video
Who can do this
All users who can be @mentioned. You need view permission on the source record to open the linked item.
Before you begin
- Teammates use @mention syntax in supported comment and note fields
- You understand the three primary mention sources: boards, inbox notes, contact notes
- Notification preferences configured if you want email alerts for mentions
What you'll accomplish
- You can open the Mentions list and identify each source type
- You can jump to the originating record and respond
- Your mention count decreases after handling items
- Teammates receive your reply or see task/note updates
Step-by-step procedure
Where @mentions originate
Mentions in SWS Agent typically come from three surfaces:
| Source | Example context |
|---|---|
| Boards | Task comments on Kanban or Table views—"@Alex can you verify pricing?" |
| Inbox notes | Internal notes on a messaging thread—not visible to the customer |
| Contact notes | Notes on the contact detail timeline—handoffs between sales and support |
Each mention row in the Mentions list shows preview text, who tagged you, and timestamp.
Step-by-step: clear your Mentions queue
- Open Mentions from the Inbox section in the sidebar.
- Sort or filter by recency if the UI offers it—oldest unanswered mentions first.
- Click a mention row to jump to the source record (board task, inbox thread, or contact).
- Read full thread context above the comment or note—do not reply from Mentions alone.
- Respond in the source: add a task comment, reply in the inbox internal note, or update the contact note.
- Complete any requested action (approve, reassign, update field) on the underlying record.
- Return to Mentions; confirm the item clears or mark done if the UI supports explicit dismissal.
- Repeat until the mention badge shows zero or your agreed SLA window is met.
Collaboration etiquette
When you @mention others, include enough context in the same sentence—record name, requested action, deadline. Avoid bare tags like "@Sam thoughts?" on busy boards. For customer-sensitive inbox threads, use inbox notes with @mention rather than customer-visible replies. On contacts, @mention the deal owner when support uncovers upsell signals.
Relationship to Notifications
Mentions may also appear in Notifications depending on your preferences. Use Mentions for the dedicated @mention queue; use Notifications for broader system alerts.
Verify your work
- Mention list reflects only items where you are tagged
- Click-through opens correct board task, inbox thread, or contact
- After response, mention disappears or shows handled state
- @mention you create on another user's note triggers their Mentions entry
Tips
Block 15 minutes mid-morning and mid-afternoon for Mentions—faster than context-switching on every badge ping. Managers: review team mention backlogs in Action Required if items stall.
Troubleshooting
| Empty Mentions list | No one has tagged you—normal when queue is clear | | Cannot open source | Missing view permission on board, contact, or inbox thread | | Mention persists after reply | Refresh; ensure reply was on the exact note/comment that contained the tag | | No email alert | Enable mention category in Notification preferences |