For: Admins and Managers
Mention the right people in a feed template
Use placeholders such as the primary client or the lead attorney so each post mentions the right people on every case.
In this article5 sections
A mention in a feed templateTemplate A reusable feed post, form, e-sign, note or task kept in the Library and copied onto cases. names a role and designationDesignation A label for someone's job on a case, such as Lead Attorney, Paralegal or Guardian., such as the primary client, instead of a person. Each time the template posts, it mentions whoever fills that place on the case.
Open the template
In Library › Feed Templates, choose NEW, or edit a template that isn't published yet. A published template can't change, so duplicate it first.
Add a mention
In Post Message, put the cursor where the name goes, choose @ Mention under the message and pick who to mention, such as Primary Client. It adds a code, which you can also type yourself:
<@clients.primary>: the primary client<@clients.guardian>: the client's guardian<@staff.primary>: primary staff<@staff.attorney>,<@staff.paralegal>or<@staff.case_manager><@staff.lead_attorney>or<@staff.lead_paralegal>
Write around it
A mention that matches nobody on a case is left out, so
Hi <@clients.primary>, welcome!would post asHi , welcome!. Write sentences that still read well without it, such as<@clients.primary> Your case portal is ready.Check and publish
Preview shows each mention as who it names, such as @Primary Client, rather than its code. Choose SAVE, then switch on Published in the template's row.
What happens next
When the template posts on a case, from staff or from an automation, each code becomes a mention of the people on that case with that role and designation. If two people match, both are mentioned. Someone added to a case without a designation counts as the primary client, or as primary staff, so choose the designation when you add people to cases. The same goes for your own roles, which take the staff designations. To fix a designation, change it under Designation in the case's Edit Case and choose Save Changes; the person stays on the case. See Edit a case.
Only the people mentioned are notified, in the portal and by email, or by text if they have only a phone number. Everyone who can see the post still sees it. If no mention matches anyone, everyone on the case is notified, as for any post without mentions.