Using @ Mentions in Ticket Conversations

Published February 23rd, 2026 by Cameron Willemsen

Overview @Mentions make it easier for Advisors to notify and engage the right people within a ticket conversation. With this enhancement, both Internal and External Advisors can quickly bring someone into the discussion by tagging them directly in a note or message. This feature is available on both Web and Mobile. How @Mentions Work Using @Mentions

Call Recording: Pause & Resume Controls

Published February 23rd, 2026 by Cameron Willemsen

Overview The Pause & Resume feature allows Advisors to temporarily stop and restart call recording during an active call. This option is available only when call recording is enabled at the company level. Once a call successfully connects between the Advisor and the Customer and recording has begun, the pause/resume controls are displayed in the