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    • @Mention

    By Tim Lanigan
    Last Updated:

    Important

    If you are experiencing issues with you @mention functionality, refer to the Tenfold Services IP Address/Domain Allow-list to verify that the appropriate IP Addresses and Domains have been added to your network's allow-list.

    Use @Mention to share notes with colleagues

    Type up your notes then use the @ sign to display a list of Tenfold users you can cc on your call notes. Selecting a user from the list sends that person an email notification with a copy of the notes and a link to the call record. The user also sees a notification in the UI.

    Use this feature to escalate internal issues, to hand off customers for followup between shifts, and to maintain visibility into customer interactions across your team.

    How @Mention works

    When enabled, the @mention feature allows Tenfold to detect the use the @ symbol in notes taken in the Tenfold UI. Upon typing "@", Tenfold automatically displays a list of CRM users by name or username (email address), based on your organization's preference. Users may then click on a user or type the complete name or username of the Tenfold user to @mention.

    Selecting one or more users to @mention causes the bell icon, located just above the Tenfold note box, to light up. The bell icon indicates that Tenfold will send the mentioned users an email with a copy of your notes from this customer interaction.

    Additionally, the Tenfold user that is @mentioned receives a notification in the IU, and also can open the interaction from their UI. New and historical in-UI notifications are viewable by navigating to Call History and clicking the bell icon in the top-right corner of the UI.

    Configure @Mention

    Tenfold Administrators can quickly and easily turn this feature on for their team by following these steps:

    1. Navigate to the Tenfold Dashboard Feature Tab.
    2. Using the Feature Menu on the left-hand side of the screen, locate and select @Mention Syntax.
    3. Check the top right corner of the @Mention feature page to confirm whether this feature is currently enabled or disabled. To toggle this feature on or off, simply click on the Enable/Disable pill button.

    NOTE: This feature is only configurable at the organization level and cannot be enabled and disabled for specific teams.

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