---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Notifications for agent mentions in records

# Notifications for agent mentions in records {#ariaid-title1}

* Release version: Zurich
* 
* Updated November 12, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Agents collaborating on records may need to notify teammates about specific updates or actions. By using the at key (@) to mention another agent in a comment, work note, or supported text field, the system automatically sends a
workspace notification to the mentioned agent. This helps promote timely awareness and response without relying on separate communication channels.

## About the feature {#notifications-for-agent-mentions-in-records__section_k3z_lxz_ghc}

When an agent is mentioned using the at key (@), the system automatically sends a workspace notification to the mentioned agent. The notification includes a header and a message:

* The header contains:
  * The name of the agent who mentioned them.
  * The record ID and type.
  {#notifications-for-agent-mentions-in-records__ul_epy_pxz_ghc}
* The message contains:
  * The short description, subject, or problem statement of the record.
  * A direct link to the record.
  {#notifications-for-agent-mentions-in-records__ul_acj_vxz_ghc}
{#notifications-for-agent-mentions-in-records__ul_sbq_nxz_ghc}

Notification format: "You have been mentioned by \[Name\] in the \[Table Name\] record \[Record ID\]."

## Key capabilities {#notifications-for-agent-mentions-in-records__section_u53_kc1_hhc}

* Supports mention across multiple record types.
* Sends individual notifications to each mentioned agent, even when multiple agents are tagged in one comment.
* Enables agents to configure notification preferences and set "Do Not Disturb" hours.
* Redirects agents only to records that they can access.
{#notifications-for-agent-mentions-in-records__ul_q3r_3n1_hhc}