Managing mentions and invites

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Thank you for the answer.

At this moment I find only one option which manages to contact other members with me (for PM):

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This is a good point to have this similar setting for chat.

I think that the user has not any weapon against mentioning @all (like in skype), @group, @here.

I don’t know how to deal with mentioning in chats with hot discussions. For instance, there are 3 chats: team A, team B and team C. I am a person who was chosen to support them (to fix servers, for example) Team A and B was active last night and mentioned me twice (like 'hey guys, did you remember what @rapekas said last time on the same problem?). Team B and C mentioned @all (I am in this group hardcoded). Do you know how many users wrote after mentioning @all?

Do you agree that it was difficult to read the last paragraph? I should visualize it with a diagram/picture instead of writing, right? And when somebody mentions me in looong chat, I have to find each mention and read carefully everything near mention.

Business communication → Disaster

When I started using Discourse (as a support ticket system) in my company I got some facts:

  1. User should never register Discourse account using shared mailbox (i.e. supplies@company.com or customercare@domain.com etc). Such users in chat? Never.

  2. When external users realize that I answer them, they try to solve all their questions in one place/the same topic. They imagine that they are at the phone call. Nevertheless, I divide questions into separate topics, customers still bombing at the single topic. It is dangerous to open chat for them.

  3. Next, even if everything is OK with 1 and 2, when customers know my nickname, they begin mentioning me in each post.

  4. If I don’t answer them quickly, they push me private messages.

  5. Unfortunately, when my company went to MS Teams, customers who use Teams too, immediately got my corporate email (after the first conference call). At the next level, they begin to email me instead of asking in Discourse. I could not (and honestly did want) support them by Teams because as a guest for their Teams I did not receive calls or messages in Firefox (only Chrome support it right now).

  6. Next step, the customer call by phone to the Project Manager and he pushed me to connect them quickly at the moment when I sorted mentions by priority from chats A, B, and C.

Chat is a fast lane. Usually, when some moderate human gets access to the fast lane, he doesn’t want to return to the slow lane until the strict rule is triggered. This is an infinite circle.

Maybe. I just want structured and manageable chatting with private space for the user.

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