Email Notifications on Staff Account @mentions

An agent can now mention, or tag, another Staff Account in a Private Note on an incident. If the Staff Account has an email then the account will receive a notification based on the notification settings on the account.

@mentions in private note

Business Value:

The feature will enable faster collaboration by mentioning the concerned personnel and notifying them through an email.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

This feature is part of the BUI APR II build (3.24.04.03-b0001). It is scheduled to be made available on non-production sites on 4/04 and is scheduled to be pushed to production sites on 4/18.

Access Requirements

Customers need to be on CX version 24A or higher to access this feature.