Summary

When a technician or end user mentions a person's name in a Thread conversation, Chat should intelligently detect the mention and — based on context — offer to set that person as the primary contact on the ticket, with a guided follow-up to manage the original contact's visibility.

Desired Behavior

Step 1 — Detect the mention Chat recognizes when a person's name is referenced in a message and evaluates the context to determine if a contact action is appropriate.

Step 2 — Prompt the technician/user

"I see you mentioned Jon Doe — should Jon be the primary contact on this ticket, or would you prefer to stay as the primary?"

Step 3 — If reassignment confirmed

"Got it, I've set Jon as the primary contact. Do you want to stay on the ticket for visibility, or be removed now that Jon is the primary?"

Step 4 — Handle removal

"Done — Jon is the primary and you've been removed from the ticket."

Critical Intelligence Requirement: Context Disambiguation

mChat must distinguish between a contact ownership mention and a task subject mention. It should NOT offer to reassign the contact when the person is the subject of the work being requested.

Example message Expected behavior

"Jon should handle this"

✅ Offer to set Jon as primary

"Please add Chadwick to the learning app as an admin"

🚫 No contact action — Chadwick is the subject of the task

"CC Jon on this"

✅ Offer to add Jon as a participant (not primary)

"Jon resolved this last time"

🚫 No action — historical reference only

Why This Matters

Reduces manual contact reassignment steps for technicians

Keeps ticket ownership accurate without extra clicks

Mirrors how a smart dispatcher would naturally handle a handoff conversation

Prevents false positives on task-based mentions (the key differentiator)