Who this checklist is for
Use this guide if approvals, clarifications, customer notes, invoice questions, purchase exceptions, or project blockers are currently discussed in chat without durable context.
Before implementation
- List the workflows where mentions will be used first.
- Define when to mention a user, team, or owner.
- Set expectations for response and escalation.
- Decide when mentions should convert to tasks or approvals.
- Train users to write action-oriented mention comments.
Phase-one checklist
- Record types for mentions are selected.
- User roles and visibility rules are approved.
- Notification and escalation rules are tested.
- Teams understand what makes a good mention.
- Managers can review unresolved follow-ups.
- Critical workflows avoid chat-only decisions.
- Mention usage is reviewed after the first two weeks.
Recommended modules
- Smart Mentions for record-level collaboration.
- Customer Support for support escalations.
- Projects & Services for milestone blockers.
- Procurement for purchase clarification and approvals.
Common mistakes
- Mentioning everyone instead of the responsible owner.
- Using mentions as a replacement for formal approval.
- Not closing the loop after a question is answered.
- Allowing notification overload.
- Forgetting to review unresolved critical mentions.
Next step
Bring three current examples of lost follow-up to a guided demo and map them to record-level mentions.
FAQ
Next steps
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