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Mentions keep chat connected to the work being discussed. Use mentions when a message refers to a person, record, file, or customer-facing item.

Add a Mention

Open a conversation.
Type @ or use the mention button.
Search for the item or person.
Select the mention.
Send the message.

Mentioned items appear inline in the message. When a mention has a link, users can open the related record from the message.

Use a mention when the message needs durable context. If you are only talking about a customer casually, a plain name may be enough. Mention the record when a teammate should open it, review it, update it, or use it as the source of truth for the conversation.

Choose the Source Record

Mention the record that owns the next action. If the message is about a support issue, mention the ticket. If it is about payment, mention the invoice. If it is about delivery, mention the project or task.

Avoid mentioning the contact when the actual work belongs to a deal, invoice, ticket, or project. The contact gives context, but the source record is where the team should make updates.

Mention Types

Chat supports mentions for:

Contacts
Deals
Files
Invoices
Projects
Tasks
Tickets
Users

Mention a user when that person needs to see or act on the message. Mention a record when the record is the source of truth. Mentioning both can be useful for handoffs, but avoid over-mentioning every related item.

When mentioning a user, write the action you need from them. A mention without a clear request can create attention without ownership.

Details Panel

The conversation details panel summarizes mentioned projects, tasks, and contacts so the thread has useful context without scrolling through every message.

Review the details panel before adding another mention. If the same project, task, or contact is already linked, keep the conversation focused instead of adding duplicate context.

Mention Carefully

Do not mention unrelated records just to provide background. Extra mentions can make a conversation look connected to the wrong customer, deal, task, or ticket. When a thread changes topic, start a new conversation or clearly mention the new record so teammates understand the handoff.

After Sending

Open the mention from the sent message when the context matters. This quick check confirms the link points to the intended record and that the conversation audience should have access to it.

If the mentioned record contains sensitive finance, HRM, legal, or customer data, confirm the conversation participants should see that context before sending.

Mention Review

Before sending:

check that the mentioned record belongs to the right workspace
check that the conversation audience should see that record
use one clear source record instead of several similar records
add a short explanation of why the mention matters

If a mention points to the wrong record, correct the message in the thread and send the right mention so teammates do not follow stale context.

If a teammate cannot open a mentioned record, check their module permissions, record visibility, and workspace membership before assuming the mention is broken.

If the discussion moves from one customer or record to another, start a new thread or clearly mention the new source record so the history stays readable.

Mention Records in Chat