---
title: "Tag a teammate and open a thread"
description: "Pull a colleague into a conversation with an @ mention inside an internal message, and open a thread on one message to keep the main timeline clear."
updated: "2026-08-28"
audience: [agent, administrator]
source: "https://helpdesk-docs.svr1.feedapp.click/en/hop-thu/nhac-ten-va-luong-phu"
---

There are two ways to ask a colleague something in the middle of a customer's
conversation: name them, or open a side branch on the message under discussion.
This page does both.

## Goal [#goal]

The person you need is notified and can find the spot again, while the main
timeline stays free of a long internal debate.

## Before you begin [#before-you-begin]

* Write permission on conversations — see [Roles and per-feature permissions](/en/khai-niem/vai-tro-va-quyen).
* The colleague you plan to tag already has an account in the workspace.
* The public/internal boundary from [Reply to a customer, or write a note](/en/hop-thu/tra-loi-va-ghi-chu-noi-bo); `@` lives on the internal side of it.

## Steps [#steps]

1. Open the conversation and press the **Internal discussion** tab in the composer.
   In a customer conversation, `@` works on this tab alone.
2. Type `@` and a few letters of the colleague's name, then pick them from the list
   that appears. Send the message as usual.
3. The tagged person gets an in-app notification, and the conversation turns up
   under **Mentions** in their left column.
4. For a longer discussion about one specific message, right-click that message and
   choose **Start thread**.
5. Answer in the panel on the right, where the placeholder reads **Reply in
   thread…**. Press **Back to conversation** to return to the main timeline.

   ![A context menu open beside a message in the timeline, listing Reply, Start thread, Copy and Pin](https://helpdesk-docs.svr1.feedapp.click/images/docs/hop-thu/nhac-ten-va-luong-phu/05-mo-thread-tu-tin-nhan.en.webp)

   *The right-click menu on a message, where a thread starts.*
6. Review the branches you take part in under **My threads**. Each thread has its
   own **Mute thread** control, which leaves the conversation around it alone.

> **Switching tabs drops the tags:** Moving a draft from **Internal discussion** to **Reply** clears the list of
> tagged people, although the `@Name` text you typed stays. That is deliberate: a
> message the customer receives must not put a colleague's name in their
> **Mentions** list.

## Verify [#verify]

Open **Mentions** from the tagged account: the conversation has to be in that
list. Back in the original conversation, the message carrying a thread shows a
reply count under it, and clicking that count reopens the same branch. **My
threads** lists it for everyone taking part.

## Troubleshooting [#troubleshooting]

| Symptom                                           | Cause                                                                       | What to do                                                     |
| ------------------------------------------------- | --------------------------------------------------------------------------- | -------------------------------------------------------------- |
| Typing `@` brings up no list of names             | The composer is on the **Reply** tab of a customer conversation             | Switch to **Internal discussion** and type it again            |
| The colleague receives no notification            | The message went out publicly, so the tag was not recorded                  | Send the same wording as an internal message instead           |
| **Mentions** is empty after being tagged          | The list only takes conversations whose messages tag the account viewing it | Check which person was picked from the list when `@` was typed |
| The thread opens and the main timeline disappears | The thread panel replaces the timeline rather than adding a column          | Press **Back to conversation**                                 |

## Next steps [#next-steps]

* [Reply to a customer, or write a note](/en/hop-thu/tra-loi-va-ghi-chu-noi-bo)
* [Message a colleague directly](/en/hop-thu/tin-nhan-truc-tiep)
* [Archive a conversation and mute it](/en/hop-thu/luu-tru-va-tat-thong-bao)