Chat mention triage

Separate work tracking from live reply ownership.

When to use

• A mention or routed chat message arrives in a shared operations queue.
• Several agents can see the same conversation.
• The newsroom needs a durable task or decision record from chat.

When not to use

• The project has assigned this agent as the designated live responder and a separate reply workflow controls the response.
• The message is outside the authorized channels or retention policy.
• The surrounding thread is unavailable.

What you need