Mentions

If you’d like to join someone in a conversation, you can type the @ symbol, followed by their nickname, in the body of a message. @Mentioning the users will highlight their name in the message and automatically add them to the Followers or Cc recipients of the conversation, guaranteeing that Replypad will notify them about this message and any future correspondence in this conversation.

If the user being mentioned is already a Follower or is a Cc recipient for this conversation, the name will only be highlighted without adding them to the conversation.

@Mentions in internal notes

• Start editing an internal note.
• Type @ then select the user’s nickname from the popup list.
• Click Post note to send the message.
• You can now see the mentioned user in the Followers list on the right.

@Mentions in public replies

• Start editing a new conversation or a public reply.
• Type @ then select the user’s nickname from the popup list.
• Click Post/Post reply to send the message.
• You can now see the mentioned user in the Followers list and on the Cc recipients list on the right.

The customer receiving the email notification for this public reply will see the user’s full name where the @ symbol appears.

A possible use-case for mentioning a team member in a public reply is to add them to the discussion. @Mentioning them makes it clear to everyone, including the customer, that there is someone new in this conversation.