To quickly add someone to a conversation, you can @mention them—type @
The recipient of your comment will be notified based on their own notification settings. For information about notification settings, see Configure How You Receive Notifications from Smartsheet.
NOTE: If you @mention someone who isn't shared to the sheet, you will receive a message indicating that only people shared to the sheet will receive notification from @mentions; the comment will be added regardless of whether you opt to share them to sheet—however, the person will receive notification only if they are shared.
Who can use this capability
People with Owner, Admin, or Editor permissions to the sheet can create or reply to a comment. You must be shared to a sheet to receive notification that you are included in an @mention comment on that sheet.
Respond to an @mention directly from email
When someone makes a comment to you using @mention, you’ll be able to reply directly to the comment using either of the following options:
- Option 1: Select the Reply in Smartsheet button.
This will open the sheet in a new browser tab. You’ll see the comment in the Conversation panel where you can respond directly.
- Option 2: Respond directly to the email message.
When you respond to the email, the response will create a reply to the comment in Smartsheet and notify the sender with an @mention notification. (You may notice that the reply-to email address will be “Smartsheet Conversation” with the email address notification++[unique conversation key]@reply.smartsheet.com.)
- If your permissions are set as Viewer, and you received an @mention email, you will not be able to respond to the email to create a comment. You can only respond from email if you have permissions to create a comment on the sheet.
- The received comment will appear as text only.
- Any attachments from the email message will be excluded.
- How you receive the notification will depend on your own notification settings. For information about notification settings, see Configure How You Receive Notifications from Smartsheet.
Troubleshoot issues with @mention email Comments
Here are some situations in which you may experience an error when you reply to an email message generated by the @mention capability.
Your comment includes the original message as part of the response.
Certain email clients are not optimized to exclude the original message from the reply. The following email clients are recommended for this feature:
Microsoft Outlook web app
Microsoft Outlook for Office 365 on PC - 16.0.12130 and up
Microsoft Outlook on Mac - 16.31 and up
Gmail web app
Microsoft Outlook on iOS - 4.9.0 and up
Microsoft Outlook on Android - 4.0.65 and up
Gmail client on iOS - 6.0.191006 and up
Gmail client on Android - 2019.10.20.278647676
While responses from other email clients will appear as comments in Smartsheet, they may include the original message as part of the response created. You can remove the original message in your response before you send it.
Your reply to Smartsheet bounced.
To use this feature, your reply must be sent over a connection that is secured with Transport Layer Security (TLS) to ensure that your data is protected and encrypted in transport from your email client to Smartsheet. To ensure that you can reply to @mentions and generate comments from email, you may need to work with your IT team to turn on TLS for your email server.
Your reply no longer adds comments to the sheet
This will occur if you’ve replied to the @mention email notification more than five times. To prevent potential abuse of the platform, there is a limit to the number of email responses a person can make to a single @mention notification. Once you reach this limit, you’ll need to respond in Smartsheet or create a new @mention comment before continuing the conversation through email.
The email has expired (it wasn’t responded to within 30 days).
The notification email sent by the @mention has a 30-day time limit for responses. If you attempt to reply after the 30-day limit, the reply will be rejected. You’ll need to create a new @mention comment to re-start the conversation.
Response sent from someone other than the intended recipient.
If someone attempts to respond to an @mention notification from an email address that is different from the @mentioned email, the comment will not be created and they may receive an error. For security reasons, the email generated through the @mention capability can only be responded to by the person who was @mentioned.
Comment exceeds 10,000 characters.
If the comment is missing text, likely the email response has exceeded the limit for comments (10,000 characters).
Attachments from the email are not included in the comment.
@mention email responses do not support attachments. If you want to include an attachment with your comment, you’ll need to open the sheet and attach it directly.