Sales & Customer Service • Module glossary
This glossary explains common words and fields you’ll see when using Smart Mentions in XFatora.
Also known as: @Mention
What it is: An @mention is a way to tag a teammate in a note, comment, task update, or ticket reply so they see it immediately.
When you use it: Use @mentions when you need someone’s attention or action—without forwarding emails or sending separate messages.
Example: In a project comment you write: “@Sara can you confirm the delivery date?” and Sara gets notified.
Common fields (and what they mean):
Related terms: Notification, Internal Note, Task Comment
What it is: The audit trail is the history of actions, including who mentioned whom and when.
When you use it: Use it for accountability and for reviewing collaboration history.
Example: You can see that a task blocker was escalated via mention on a specific date.
Common fields (and what they mean):
Related terms: Activity Log, Reporting
What it is: Mention best practices help keep collaboration helpful—not noisy.
When you use it: Use mentions only when someone needs to act or must be aware; otherwise write a normal comment.
Example: Instead of tagging 10 people, tag the owner and the reviewer only.
Common fields (and what they mean):
Related terms: Workload Planner, Task Assignment
What it is: Context is where the mention was made and why it matters (task, ticket, project, note).
When you use it: Use context links so the mentioned person can jump directly to the exact place they need to read.
Example: A mention inside a task comment links directly to that comment thread.
Common fields (and what they mean):
Related terms: Notification, Audit Trail
What it is: A mention notification alerts the tagged person so they don’t miss the request.
When you use it: Use notifications to speed up collaboration and reduce delays.
Example: A finance user is mentioned on an invoice note to confirm payment receipt.
Common fields (and what they mean):
Related terms: @Mention, Notifications Inbox
What it is: The mentioned user is the person who is tagged and expected to respond or take action.
When you use it: Use mentions to create clear ownership for small actions without creating new tasks.
Example: You mention the warehouse lead to confirm stock availability for an urgent order.
Common fields (and what they mean):
Related terms: Departments, Permissions
What it is: Mentions in projects allow quick collaboration inside project discussions and updates.
When you use it: Use project mentions to coordinate milestones, files, and approvals.
Example: A team lead is mentioned in a project discussion to approve a deliverable.
Common fields (and what they mean):
Related terms: Advanced Projects, Project Discussion
What it is: Mentions in tickets help staff coordinate internally on a customer issue without exposing internal notes to the customer.
When you use it: Use it to bring a specialist into a ticket quickly.
Example: A support agent mentions the billing team on an internal note for invoice verification.
Common fields (and what they mean):
Related terms: Support Desk, Internal Note
What it is: Mentions in tasks help you bring the right person into a task discussion without reassigning the task.
When you use it: Use this when you need input from another team member while keeping the same task owner.
Example: A developer is mentioned to check a bug while the project manager remains the task owner.
Common fields (and what they mean):
Related terms: Advanced Projects, Task Comment
What it is: The notifications inbox is where users see alerts for mentions, assignments, and updates.
When you use it: Use it as a daily checklist so important messages are not lost.
Example: A user reviews unread notifications each morning to respond quickly.
Common fields (and what they mean):
Related terms: @Mention, Task Assignment, Support Ticket
What it is: Mention permissions ensure users only tag people who should see the information.
When you use it: Use role-based permissions to protect sensitive data (e.g., payroll notes).
Example: Only HR team members can be mentioned in payroll-related internal notes.
Common fields (and what they mean):
Related terms: People Records, Security
What it is: Reply with mention means responding while tagging another teammate for visibility or action.
When you use it: Use it to keep conversations in one place instead of moving to separate chats.
Example: A manager replies: “Approved. @Omar please update the customer by today.”
Common fields (and what they mean):
Related terms: @Mention, Collaboration
