How to Use @Mentions
Tag team members using @mentions in comments to get their attention and ensure they see important updates.
Quick Summary
Type @ followed by a name in any comment field. Select the person from the dropdown. They'll receive an immediate notification.
Before You Begin
- @Mentions work in work order comments
- Mentioned users must have an Infodeck account
- Mentions trigger immediate notifications
How @Mentions Work
💬 Type @ in comment
↓
📝 Name suggestions appear
↓
👤 Select person
↓
📨 They receive notification
↓
🔗 Notification links to comment
Using @Mentions
Step 1: Open Comment Field
- Navigate to a work order
- Find the Comments section
- Click in the comment input field
Step 2: Type @ Symbol
- Type the
@symbol - Dropdown appears with team members
- Start typing a name to filter
Step 3: Select Person
- Click on the person's name
- Or use arrow keys and Enter
- Name appears highlighted in comment
Step 4: Complete Comment
- Finish typing your message
- Click Send or press Enter
- Mentioned user(s) notified immediately
Real-World Examples
Example 1: Escalate to Supervisor
Situation: A technician needs supervisor approval before ordering an expensive part.
Action:
@Sarah Chen - This repair requires a $2,500 compressor replacement.
Please approve so I can place the order. Photos attached.
Result: Sarah receives immediate notification, sees the context, and can approve quickly.
Example 2: Request Specialist Input
Situation: General maintenance found an electrical issue but needs an electrician's assessment.
Action:
Found exposed wiring in the ceiling. @Mike Johnson can you take a
look at this today? May need to shut off the circuit.
Result: Mike gets notified immediately and can prioritize this safety issue.
Example 3: Loop in Multiple People
Situation: A complex issue requires input from both facilities and IT teams.
Action:
The server room AC is struggling again. @Lisa Wong (facilities) and
@Dev Patel (IT) - can we coordinate a joint assessment tomorrow morning?
Result: Both Lisa and Dev receive notifications and can coordinate their schedules.
Example 4: Document Decision for Records
Situation: Manager made a verbal decision and technician wants it documented.
Action:
Per discussion with @Tom Wilson, we're proceeding with Option B
(repair rather than replace). Expected completion by EOD.
Result: Tom is tagged for visibility, and the decision is documented in the work order history.
Mention Notifications
What Recipients See
| Channel | Notification Content |
|---|---|
| In-App | "John mentioned you in WO-2024-001" |
| Push | "John: @You - can you review this HVAC issue?" |
| Full comment with context and link |
Notification Includes
| Element | Description |
|---|---|
| Who mentioned | Name of commenter |
| Where | Work order number and title |
| What | Comment text (truncated on push) |
| Link | Direct link to the comment |
Who Can Be Mentioned
| User Type | Can Mention |
|---|---|
| Active users | ✅ Yes |
| Users in organization | ✅ Yes |
| Deactivated users | ❌ No |
| External users | ❌ No |
Mention Suggestions
The dropdown shows users based on:
| Factor | Behavior |
|---|---|
| Recent interactions | People you frequently mention |
| Work order participants | Creator, assigned, commenters |
| Team members | Your team members |
| All organization | Everyone as you type more |
Best Practices
When to Use @Mentions
| Situation | Use Mention? |
|---|---|
| Need someone's input | ✅ Yes |
| Escalating an issue | ✅ Yes |
| Documenting a decision | ✅ Yes |
| FYI information | ⚠️ Consider (may be unnecessary) |
| General update | ❌ No (they'll see in status) |
Mention Etiquette
| Do | Don't |
|---|---|
| Mention relevant people | Over-mention (spam) |
| Be specific in your ask | Vague "thoughts?" |
| Use for time-sensitive items | Use for everything |
| Keep list focused | Tag entire organization |
Clear Communication
Include in your comment:
- What you need from them
- Why you're mentioning them
- When you need response (if urgent)
Good:
@Sarah Chen - Customer is waiting. Can you approve
this quote by 3pm today?
Less Helpful:
@Sarah Chen thoughts?
Troubleshooting
Person Not Appearing in Dropdown
| Issue | Cause | Solution |
|---|---|---|
| Not showing | User deactivated | Check user status |
| Spelling different | Name variation | Try different spelling |
| Recent joiner | Cache not updated | Refresh page |
Mention Notification Not Received
| Issue | Cause | Solution |
|---|---|---|
| User didn't get alert | Notifications disabled | Check their preferences |
| Email missing | Wrong channel | User should check settings |
| Push missing | App permissions | Enable in phone settings |
Mentions in Activity History
All mentions are recorded:
- In the comment — Visible to everyone
- In activity timeline — "@mentioned Mike Johnson"
- In notification history — For mentioned user
This creates an audit trail of communication.
Mobile @Mentions
Using mentions on mobile:
- Open work order in Infodeck app
- Tap Comments section
- Type
@on keyboard - Suggestion list appears
- Tap to select
- Complete and send
Related Articles
- How to Set Notification Preferences
- Understanding Notification Channels
- How to Update Work Order Status
Need help? Contact Infodeck Support