Mentions

Mentions pull a teammate into a conversation. They're how escalations, second opinions, and "you should look at this" handoffs happen in Ochre.

How to mention someone

Open a conversation. Switch the composer to the Note tab. Type @ and start typing a name. The autocomplete dropdown shows everyone in the workspace. Pick a person, finish your note, send.

The note is now a mention. The mentioned user gets two notifications:

1. An in-app notification — the Mentions filter count bumps and the notifications panel surfaces the new entry.
2. An email (default; per-user preference can disable).

The mention is permanent. Even after the teammate has read it, the note still says "@Sara." It's a record of who was looped in and when.

The Mentions filter

The Mentions filter in the inbox sidebar shows all conversations where you have an unread mention. As soon as you open a conversation with a mention, that mention is marked read and the conversation drops out of Mentions.

If you have many mentions, work them in order. Mentions are usually escalations and escalations age poorly.

Mentioning groups vs individuals

Ochre supports mentioning individual teammates only. There is no group mention or @channel. Group mentions diffuse responsibility; individual mentions don't. If you genuinely need a group ping, post in your team Slack and link the conversation.

Notification channels

Each user controls how they receive mention notifications:

• In-app: always on. The Mentions filter and the notification center are not configurable.
• Email: on by default. Off if the user disables email mentions in their preferences.
• Slack DM: optional. If the user has connected their Slack account to Ochre, mentions can DM them. See Notification preferences.

Mentioning external collaborators

If your workspace has Slack Connect channels, the people on the other side of the connection are not Ochre users. You can't @-mention them in an Ochre note. Instead, write a regular note inside Ochre, then ping them in Slack Connect directly. See Slack Connect channel.

Mentions and the audit log

Every mention is logged. If you want to know how often a teammate is being escalated to, or which channels generate the most mentions, the data is in the audit log and in Reports.

Etiquette

• Mention the right person, not many people. One @ beats three.
• Add context. Bare "@Sara" is annoying. Two-sentence note plus mention is helpful.
• Mention before you reassign, or as part of the reassignment note. The next agent should know what's needed before they read the customer thread.

Related

• Internal notes for the broader notes flow.
• Notification preferences for tuning where mentions land.