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When you @mention a User or Team, they will receive a notification in their @Mentions section and can choose whether to join the conversation.

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Mention a User or Team

You can use an @mention in: Type the @ symbol followed by the name of the User or Team you’d like to mention. Matching Users and Teams will appear as you type. Select the appropriate User or Team, and their name will appear highlighted within your message or note.

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We Recommend Using @Mentions in Internal Notes

Whenever possible, we recommend using @mentions within an Internal Note. Internal Notes are only visible to Captivated Users, allowing you to provide context to your teammate without sending that information to the customer. For example:
@Michael Scott Can you review this customer's request and follow up?
If you use an @mention within a regular outbound message, the User or Team will still be notified, but the message itself will also be sent to the customer. Make sure anything written in the message is appropriate for the customer to see.

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Respond to an @Mention

When you’re mentioned in a conversation, a notification will appear in the @Mentions section under Conversations. Open @Mentions and select the conversation to review why you were mentioned. You’ll have two options:
Being @mentioned does not automatically join you to the conversation. Select Join if you need to participate or take action.
If the User needs to become responsible for the conversation rather than simply participate, the conversation owner can also transfer the conversation to them.