Smart Mentions

Overview

Tags teammates with @mentions in notes, tasks, or tickets to trigger instant notifications.

Key concepts

Key terms, statuses, and records that appear in Smart Mentions in XFatora.

Setup & prerequisites

Connect required settings, templates, and defaults for Smart Mentions in XFatora.

Roles & permissions

Assign role-based access, approvals, and visibility for Smart Mentions in XFatora.

Main workflows

Smart Mentions module

introduces @mention functionality across the system, supercharging collaboration by allowing users to tag teammates and link work items in comments or notes. Similar to social media or chat platforms, typing

@Name

in a discussion will notify that person instantly, drawing their attention to the specific context. This reduces the chance of missed updates and streamlines internal communication. In essence, Smart Mentions helps you

mention teammates in discussions, tasks, and notes to trigger notifications and keep work moving.

Using @Mentions in Comments and Notes

Where You Can @Mention:

Once Smart Mentions is enabled, you can use @mentions in various places: project discussion threads, task comments, support ticket internal notes, CRM notes, etc. For example, in a project update you might write

We need to get design input from @Alex Brown on this.

or in a task

Blocked waiting on data from @John.

. Essentially any text area in the system that supports rich text can allow an @mention.

Triggering the Mention:

To mention someone, type the @ symbol and start typing their name. A small autocomplete list will appear with matching user names (usually showing their full name or username). Select the correct person from the list their name will highlight in the comment. When you post the comment, the system knows to notify that user.

Referencing Work Items:

Similarly, the module may allow referencing of entities like tasks or tickets by a special symbol (often #). For instance, typing #123 might link to task or ticket ID 123. The marketing description suggests you can

reference work items (tasks, projects, invoices) where enabled

. This means if you mention a task number in a comment, it could automatically create a link to that task and possibly notify the assignee. Using these references keeps context people can click the link to see the item being talked about. Its a handy way to connect related work.

Visibility of Mentions:

When you @mention someone in an

internal context

(like an internal project discussion or internal note on ticket), only team members can see it clients do not see internal chatter. If you use @mentions in a

client-facing discussion

(for example, a public project discussion that the client can view, or a support ticket public reply), be aware the mention tag might be visible to the client (though it wont mean much to them other than a name). Generally, @mention usage is for internal collaboration. The module notes that collaboration in

client-facing discussions is possible where enabled

, which likely means you can have internal collaborators loop in on those, but the client wont see internal notes. So use mentions primarily in internal channels unless you intend the client to know whos being pulled in.

Notification and Follow-up Mechanism

Immediate Alerts:

When you mention someone, that person gets notified almost immediately. The module triggers an

in-app notification

(the bell icon or similar will light up for them, showing that someone mentioned them) and usually also an

email alert

. The email might say

You were mentioned by [Colleague] in [Task XYZ]

with a snippet of the comment and a link to view it. This prompt ensures the mentioned user doesnt have to be constantly monitoring all projects the system draws their attention exactly to what needs input from them.

Email Mentions:

If a user is offline, the email serves as a heads-up so they can jump in when available. They can click the link in the email which takes them directly to the comment in question. This saves time compared to manually finding the task or project.

Multiple Mentions:

You can mention more than one person in a single comment if needed (e.g.

@Jim and @Sara, please review the attached document.

). Each will get notified. However, use this judiciously mentioning too many people on everything can cause notification overload. Mention only those who are relevant to that context or decision.

Notification Settings:

Individual users can typically adjust their notification preferences. By default, mention notifications are critical and likely always on (because the message is usually directed personally). Advise your team to keep mention notifications enabled for both in-app and email to not miss anything. The modules advantage is largely in these real-time nudges.

Collaboration and Workflow Improvements

Faster Responses:

With mentions, you no longer need to separately message or email someone saying Hey, check task X. The mention itself is the ping. It reduces friction team members see the context and can reply right there. This often leads to faster response times. In many cases, you might find someone responds within minutes to an @mention because it popped up in their face (assuming they are at their desk).

Keeping Context:

All discussion stays attached to the relevant work item (task, project, etc.). For example, if a designer is mentioned to provide feedback on a ticket, their answer will be recorded in the tickets notes. Later, anyone reviewing the ticket sees the full story. This is better than siloed email exchanges that others cant see. It maintains a knowledge trail.

Reducing Meetings/Emails:

Instead of calling a meeting or lengthy email threads for a simple question or approval, an @mention can do the job. Example:

@Manager - can I get your approval on this proposal? If yes, Ill send to client.

The manager can reply in the comment thread with a short answer. That might eliminate a meeting or at least expedite the process. Over time, these micro-interactions add up to significant time saved.

Cross-Module Collaboration:

Smart Mentions works across modules, linking your teams. A sales person working an opportunity can mention a support lead in the CRM note to ask if the client had any prior issues. A project manager can mention someone from Finance in a project discussion if a billing question arises. Normally, those are separate silos, but the mention bridges them. Each mentioned user can access the context (assuming permissions allow them to view that item) and contribute without needing a separate request channel.

Audit and Accountability:

By tagging someone directly, its clear whos expected to respond or take action. In a busy team, this accountability is useful. For example, instead of a comment Someone needs to update the client on this, a more effective comment is @Julia, can you update the client on this issue by EOD?. Julia is directly flagged, she can acknowledge and do it. Plus, if needed, you can later search and filter where a person was mentioned (some systems allow searching mentions of me so you can see if you missed anything).

Examples of Effective Use

Project Handoffs:

In project management, when moving a task from one phase to another, mention the responsible person in the handoff note. E.g., a developer finishes coding a feature and comments

Feature complete, pending review by QA @QAteamMember.

The QA person gets alerted to start testing.

Support Escalation:

A support agent working a difficult ticket can mention a senior colleague or supervisor:

@SeniorAgent, can you advise on this error? I havent seen this before.

The senior sees the whole ticket and can respond or even take over if needed. This is far better than the junior agent sending a separate email lacking context or delaying the ticket.

Sales-Team Updates:

If an account manager learns something important from a client that others should know (like a product feedback or an upcoming big order), they can mention the product manager in the CRM note:

Client X is interested in Feature Y improvements @ProductManager, I think this is a recurring ask.

The product manager will see it and possibly follow up for more details. This informal way spreads knowledge that might otherwise wait for a formal report or meeting.

Finance & Approvals:

On an invoice or purchase order entry, one could comment

@CFO, please approve this large expense.

The CFO gets a link directly to that record to review and approve in the system. No need for separate paperwork or email attachments the record is right there to inspect.

Internal Social Interaction:

Even outside strict work needs, mentions can foster a social sense. For example, in a general announcement or a project summary, giving kudos:

Great work on the launch, especially @Designer for the graphics and @Engineer for the backend optimizations!

. This publicly recognizes people; they get notified of the mention (pleasant surprise), and others see the recognition too. It builds a culture of appreciation.

Best Practices

Be Specific and Brief:

When mentioning someone, give enough detail in your comment so they understand what is needed without hunting. Bad example:

@Mike thoughts?

(on what specifically?). Good example:

@Mike could you add the latest revenue figures here before we send to client?

. The person should know clearly what action or input is expected.

Avoid Over-mentioning Groups:

Only mention relevant individuals. If you mention an entire department one by one in a comment, it might be better to assign the item or call a short meeting. Overuse can cause people to start ignoring the alerts (like crying wolf). Use @mentions for targeted, needed communication.

Respect Notification Preferences:

Some colleagues may prefer less email. The system might let them turn off email for mentions (though by default its on because of importance). Keep in mind, if someone isnt responding via mention, maybe follow up with them directly occasionally emails might get filtered or they turned off some alerts. But in general, mention notifications are considered important and should be treated as such by all.

Combine with Comments Effectively:

A mention should be part of a meaningful comment. Instead of just tagging someone with no context (e.g. @John alone), always include why. This ensures the comment thread remains useful to others reading it later too.

Portal Considerations:

If you mention a colleague in a discussion that is visible to a client (for example, a project discussion that the client also has access to), remember the client will see that text. They might not know the internal person, which is usually fine, but be professional and avoid any internal-only jargon the client shouldnt see. If needed, move to an internal note for that mention. The system often provides separate channels (like an internal tab vs client tab in projects or tickets). Use the appropriate channel for internal vs external communications even as you mention people.

Integration with Other Modules

Projects & Tasks:

Smart Mentions truly shines here, as many team members collaborate on projects. It works hand-in-hand with the Projects module to ensure teamwork is fluid. The Projects module likely has a discussion area or comments on tasks thats where youll use @ to loop in team members quickly. It complements features like task assignments and email reminders by providing an on-the-fly way to request input from any project stakeholder.

Support:

Within the Support Desk, as discussed, @mentions can escalate issues internally. It doesnt replace the assignment field on a ticket (that formally assigns responsibility), but its a supplement for getting advice or multi-team insight on a ticket.

CRM & Sales:

In CRM notes or deal updates, mentioning colleagues from other departments (like product or finance) can help break silos. Just ensure those users have permission to see the CRM record. The mention feature itself will not override access control if someone doesnt have access to a module, the system usually wont let you mention them in that context (or if it does, they wont be able to view the item when they click the link). So, mention people who logically would have access/need.

People & HR:

You might even mention folks in HR-related items, like tagging an HR member in a People Records note if a manager wants HR to note something for an employees file (though sensitive info should still follow proper process mentions are typically for collaborative work, not official HR record changes).

Notifications Module:

If your platform has a notification center or activity log, all these mentions typically show up there as well, so a user can review all their recent mentions in one place. Encourage team members to regularly check their mention alerts and mark them as read or respond as needed. It can become a daily routine akin to checking email.

In summary, the Smart Mentions module acts as a glue between people and data in your system. By summoning the right people to the right place at the right time, it short-circuits delays and miscommunications. The result is faster collaboration, fewer missed updates, and a more connected team workflow. Encourage your organization to embrace @mentioning as a normal part of communication. Once habituated, youll likely wonder how you managed without it conversations stay contextual and work items get the attention they need precisely when they need it.

Screens & fields reference

Use these screens and fields to complete tasks inside Smart Mentions in XFatora.

Automations & notifications

Review automation rules and notifications available in Smart Mentions in XFatora.

Reports & dashboards

Track KPIs and dashboards powered by Smart Mentions in XFatora.

Common mistakes

• Skipping required configuration before the first workflow.
• Not assigning the correct permissions for team roles.
• Forgetting to review automation or notification settings.

FAQs

Troubleshooting

Related modules