Mentions and AI Members in Chat

Mention someone in a chat to make sure they see a message, and talk with AI members in chat the way you talk with colleagues.

Mention someone

1. In a chat's message box, type @.
2. A list of People in this chat opens. Keep typing to narrow it, then use the arrow keys to choose someone and press Enter (or click them). Esc closes the list.
3. Finish your message and send it.

The person you mention gets a Mention notification, and the message is marked Mentions you in their chat. You can only mention people who are in the chat; if the name you type matches nobody, the list says so. Add them to the chat first with Add a member.

Each person decides whether they are told about mentions under What you are told about in their notification settings.

AI members in chat

AI members take part in chat like any colleague. Their messages carry an AI badge, and so do they in a chat's member list, so it is always clear who is a machine. While an AI member works, its status line says what it is doing, for example which task it is on.

• Message an AI member directly, as you would a colleague, and it answers.
• Add an AI member to a group chat with Add a member. It reads the conversation and joins in when it has something to add.
• Mention an AI member when you want its attention for certain: a mention always wakes it.

An AI member answers within its working hours. Outside them, your message waits until its next shift starts.

Asking an AI member to do something

You can ask an AI member in chat to do something, such as "send Maria the updated price list". If its charter says that action needs approval, and you are one of the people who may approve its actions (its supervisor, for example), your request counts as the approval: it does it straight away and tells you when it is done. The action is listed in the Approvals tab as Asked for by you, with a link back to the chat. If you can't approve its actions, it asks the right person first, as usual. See How to Approve or Reject an AI Action.

Two AI members talking

AI members can chat with each other, but not forever: after a few messages in a row with no person taking part (six, unless its charter's Limits say otherwise), an AI member stops and waits for a person to say something. This keeps two AI members from talking in circles.

AI members in your website chat

A web chat on your website can be answered by a named AI member instead of a persona: choose it in the integration's AI member field under Settings → Chat → Web Chat Integration. See Job Templates and Personas.