Mentions

A note is only useful if the right person reads it. Mentions let you write a note on a site, ticket, quote, job, deal or onboarding journey and name a colleague in it with @. The colleague is told by email — and in the CleverTech or CleverSales app if that is where they work — the note lands in their Mentions bell in the top bar, and the note itself shows whether they have acknowledged it — so "did Victor see this?" is answered on the record, not by a phone call.

Everything stays on the record. A mention is not a message in a separate inbox: it is the note you already wrote, with a reader attached. Read the site later and the whole exchange is there — who asked, who was asked, and when they acknowledged.

Mentions work from three places: the Activity & notes composer in CleverOps, a deal's Activity notes in CleverSales, and a job's Add note in CleverTech.

Mentioning someone

In any Activity & notes composer (see leads, tickets, quotes, jobs, sites and onboarding journeys):

1. Type @ and start typing a name. A list of your team appears — each person once, with what they do here underneath (Control room supervisor · Technician, Office · Sales…) and, for control-room managers, their email. You are in the list too, marked (you). Use the arrow keys and Enter (or click) to pick one; Esc closes the list.
2. The name is inserted as @Name. Mention as many people as you like.
3. A line under the box says what will happen: Tells Victor by email (and in CleverTech or CleverSales if they work there), with a link to this note, and asks them to acknowledge it. If you picked yourself it adds: Waits in your own Mentions until you acknowledge it; you are not emailed. Delete the @Name from the text and that person is no longer mentioned.
4. Click Add note (or ⌘/Ctrl + Enter). The note is saved and a toast confirms who will be emailed.

How did it go? and Follow up work exactly as before and can be combined with a mention: "@Victor please check the gate motor — Reached — Follow up: Tomorrow" saves the note, emails Victor, and books your follow-up in the same click.

Only the selected control room's team is offered.

Who is in the list

Each person appears once, under the login they actually use — their email login for CleverOps, or the login they use in CleverTech or CleverSales. Someone who holds a CleverCommand operating code and an email login is listed on the email login, so the mention reaches the bell and inbox they read.

People who only sign in to CleverCommand with an operating code are not listed. An operating-code login has no mailbox and never opens CleverOps, CleverTech or CleverSales, so a mention could not reach them. If you mention one anyway — from an older copy of the page — the note is refused with their name ("Ajay only signs in to CleverCommand with a code, so a mention cannot reach them — nothing was saved") rather than saved as if they had been told. To reach them, give them an email login on People.

Mentioning yourself

Pick yourself — (you) in the list — and the note waits in your own Mentions bell until you acknowledge it: a reminder on the record, where the work is. Nobody is emailed or pushed for it, including you. It clears only when you click Acknowledge — writing another note on the same record does not clear it, because it was never a question.

What the mentioned person gets

• An email straight away, from "Your name via CleverOps", with the note in full and an Open the note button that lands on that exact entry in the right control room. Replying to the email goes to you, not to a system address.
• A message in their app, with a push, if they work in CleverTech or CleverSales. Most technicians carry both roles, so it goes to one app, following the record: a deal, quote, customer or onboarding journey goes to CleverSales; a job, site or ticket to CleverTech — unless only the other app is set up on their phone. Tapping a job mention in CleverTech opens the job.
• One reminder email if the mention is still unacknowledged 24 hours later — sent only during working hours (Monday to Friday, 08:00 to 17:00 in the control room's time zone), so a Friday-afternoon mention is chased on Monday morning, not on Saturday. There is no second reminder.
• A row in the Mentions bell in the top bar (see below) — and in Waiting on you in CleverTech's Messages or CleverSales' Notifications — until they acknowledge it.

Acknowledging

Acknowledging is deliberate: opening the page, reading the email or tapping the push does not count. Two things do:

• Clicking Acknowledge — on the note itself (the Waiting on you line under it), in the Mentions bell, or in Waiting on you in CleverTech or CleverSales.
• Writing a note of your own on the same record. A reply is stronger than a click, so it acknowledges every open mention of you there automatically, and the note shows replied instead of acknowledged. A technician's note on the job in CleverTech counts too — if it was written after the mention (a note written offline before it, and uploaded later, does not).

Acknowledging means I have seen this. It does not mean the work is done — if you need to know that the gate was actually checked, pair the mention with a follow-up ticket or a job, which closes when the work is.

What the author sees

Under the note, one line per person mentioned:

• Victor acknowledged · 2h ago (or Victor replied · 2h ago) — hover for the exact time.
• Waiting on Victor — hover to see when the email went and whether the reminder has been sent; · reminded appears once it has.

These lines are visible to everyone who can read the timeline, so a manager can see at a glance what is still waiting on whom. The same lines show under a deal's notes in CleverSales.

The Mentions bell

A bell sits in the top bar, next to the help button, on every page where a control room is selected. Its red count is the number of mentions waiting on you in this control room — it goes down only when you acknowledge or reply, never because you looked. A mention in another control room waits there; switch rooms to see it.

Click the bell to open the list. Each row shows who mentioned you — or You noted for yourself — on which record, when, and the note in full, with two buttons: Open jumps to the entry on the record (scrolled into view and highlighted), and Acknowledge clears it right there. Because the note is shown in full, you can acknowledge a mention even on a record you cannot open — a reaction-unit login mentioned on a site's timeline, for example.

From CleverTech and CleverSales

• CleverTech — on a job's Notes tab, Add note takes @ (or Tag someone) the same way. It works offline: the team list is kept on the phone, and the names travel with the note when it syncs, so the people are told when the note reaches the office. The note appears on the job's Activity & notes in CleverOps with the names highlighted. See the CleverTech app.
• CleverSales — a deal's Activity note takes @ (or Tag someone); under each note the app shows who has acknowledged. See Leads on the go.
• In both apps, mentions waiting on you sit at the top of the inbox under Waiting on you, with Acknowledge and — where the app can open the record — Open.

Who can mention, and who can be mentioned

	Who
Mention someone	Anyone who can add notes on the record — in CleverOps, a deal's notes in CleverSales, or a job's notes in CleverTech.
Be mentioned	Anyone on the control room's team who signs in to CleverOps, CleverTech or CleverSales — office, control room, reaction unit, guards, technicians, sales reps and company members with access. Each person once, on the login they use. Operating-code-only CleverCommand logins and people without a login cannot be picked.
See the acknowledgement lines	Everyone who can read that record's Activity & notes.
Acknowledge	Only the person mentioned.

Mentions are recorded on the note permanently, like the rest of the timeline — they cannot be edited or withdrawn after posting.