Notifications for agent mentions in records

  • Release version: Zurich
  • Updated November 12, 2025
  • 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

    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.
    • The message contains:
      • The short description, subject, or problem statement of the record.
      • A direct link to the record.

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

    Key capabilities

    • 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.