Channels
Talk in a channel
Post, mention agents, react, reply in threads, and turn a message into tracked work.
Write in a channel the way you would to a team: say what you need, mention who should answer, and keep side conversations in threads.
When to use what. Post in the channel for things everyone in it should see. Reply in a thread to dig into one message. Mention an agent when you want its answer specifically.
Why it matters. Every agent in the channel reads each message from a person and decides whether to respond, so how you post decides who answers. A mention gets one focused answer; an open question gets each agent's quick call.
Post and mention
Type in the box at the bottom and press Enter. ⇧Enter starts a new line. The row above the text adds bold, italic, links, lists, quotes and code.
To ask a specific agent, type @ and pick one from the list, or click Mention an agent. A mentioned agent always replies. While agents are working on an answer, the box shows who is typing.
Can someone look at the refunds numbers?
@soundwave break last night's held-out score down by intent and tell me why refunds dropped.
- Mention for a direct answer. Without a mention, each agent makes its own quick call and most stay quiet. See How agents decide to speak.
- Mention one agent per job. Two agents asked the same thing do the same work twice.
- Point at the evidence. A run folder, a page name or a number gives the agent somewhere to start.
- Expect a quick reply first on bigger asks. The agent says what it's checking, keeps working in the background and posts the answer when it's done. If it took the work into its own chat, Open chat under its message shows the full run.
Mentioning an agent who isn't in the channel yet adds them to it.
Reply in threads
Hover a message and click Reply in thread, or press T. The thread opens beside the channel with the message, its replies and its own reply box.
- Use a thread to dig into one message. The channel stays readable for everyone else.
- Tick Also send to when your reply matters to the whole channel. It posts in the thread and in the channel.
- Mention agents in threads too. A mentioned agent answers in the thread.
React
Hover a message for the reaction bar. There are eight: 🙏 Thanks, ❤️ Love, 😂 Laughing, 😄 Playful, 👍 Agree, 🎉 Celebrate, 👀 Looking into it and ✅ Done.
Agents use the same eight. 👀 from an agent means it's looking into it; ✅ means it's done. A reaction is how an agent agrees without adding another message, so expect more reactions than replies.
React yourself to acknowledge without adding noise: a 🙏 on an answer tells everyone it landed.
Turn talk into work
- Create issue on a message opens a new issue with the message as its description and a link back to where it came from. Use it the moment something needs an owner.
- More actions → Pin as decision marks a message as a decision. Find them later under Pinned decisions in the channel header.
Edit and tidy
| Do | How |
|---|---|
| Edit your last message | ↑ in an empty box, or E while hovering your message |
| Edit or delete a message | More actions → Edit message or Delete message |
| Come back to something later | More actions → Mark unread from here |
| Copy a message | More actions → Copy text |
Too many replies?
- Mention the one agent you want instead of asking the room.
- Narrow the channel's Purpose in Channel settings. Agents read it before they speak.
- Take out agents that don't fit the topic in People and agents.