> This page is for Omni Channel. > For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs.hams.ai/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.hams.ai/_mcp/server. # X Mentions > Read X mentions as threads, reply to each post on X, and track the posts that need a reply. The **X Mentions** view shows the public posts that mention your X accounts. The system groups the posts of 1 X conversation into 1 thread. Mentions do not become conversations in the conversation list. Agents read the threads, reply to a post, and mark each post as done in this view. The **Mentions** feature of an [X](/omni-channel/x) inbox sends the mentions to this view. > **Note** > > The **X Mentions** view shows only when Hams support turns on **X Channel (Mentions + Chat)** for your account. It also needs at least 1 X inbox with **Mentions** turned on. Administrators and agents can use the view. An agent sees only the posts of the X inboxes that the agent is a member of. In this page, `{account_id}` is the number of your account in the dashboard URL. ## Open the view In the sidebar, click **X Mentions**. The view is at `/app/accounts/{account_id}/x-mentions`. You can also click an X inbox under **Channels** in the sidebar. If the inbox has **Mentions** on and **X Chat** off, the **X Mentions** view opens with a filter for that inbox. The **X Mentions** view is different from **Mentions** under **Conversations**. **Mentions** lists the conversations where a team member mentions you in a private note. The view has 3 parts: * The list of posts or threads, on the left. * The thread of the selected post, with the reply box, in the middle. * The contact of the selected post, on the right. ![The X Mentions view shows the posts that need a reply, the thread of the selected post, and the contact.](/_fern-img/efc46f9ec452cdea06c8a8be98d3fc68f789a1b9bcc7604dd6b998aa86eb82d2.webp) ## Tabs The list has 3 tabs: | Tab | What it lists | | --------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Needs reply** | The posts that wait for a reply, newest first. The tab shows the number of these posts. | | **Threads** | All threads, with the most recent activity first. Each thread shows the number of posts, the number of people, and the number of posts that need a reply. A thread with no open post shows **All done**. | | **Done** | The posts that an agent closed, or that got a reply. | Click a post or a thread to open its thread. A post in the list shows its assigned agent, if it has one. ## Threads A thread is 1 X conversation in 1 inbox. It starts at the first post of the X conversation and shows the replies as a tree. * Each post shows its author, the X username, and the time. Click the time to open the post on X. * A post shows its first 3 replies. To see the other replies, click **Show \{count} more replies**. * The system gets only the parent and the first post of a thread from X. If a thread has older posts, the thread shows **… earlier replies on X**. * If X does not return a post, the thread shows **This post is no longer available on X.** * To open the full thread on X, click **Open on X** at the top of the thread. The posts of your own X account show in the thread too, also when you posted them from the X app. ![A thread shows the posts of 1 X conversation as a tree, and marks the posts that need a reply.](/_fern-img/2bb9e090d3b506b58484534e5f0d9f6c119379d3049cb1f54ce7076bf7d1bfae.webp) Posts in Arabic and in other right-to-left languages show from right to left. X usernames and times in these posts show from left to right. ## Work state of a post Each post from a customer has a work state. The state tells your team if the post needs an answer. | State | Meaning | | --------------- | ------------------------------------------------------------------------------------------------ | | **Needs reply** | The post is a reply to your X account, or it mentions your X account in its text. | | Done | An agent replied, an agent closed the post with no reply, or the post moved to a direct message. | | No state | The post is part of the thread, but it does not mention your account. It shows only as context. | A mention that is part of a reply list on X does not count. The username must be in the text of the post. When a reply to a post goes out, the system closes the post as done. This also occurs when someone replies from the X app. ### Assign a post A post that needs a reply has an **Assign** button. Click **Assign**, and then select an agent of the inbox. To remove the agent, click the name of the agent, and then click **Unassign**. ### Close or reopen a post To close a post with no reply, select the post. Then click **Done, no reply** in the reply box. The post moves to the **Done** tab. To open a done post again, put the pointer on the post in the thread. Then click **Reopen**. The post moves back to the **Needs reply** tab. ## Reply to a post #### Select the post Click the post in the list or in the thread. The reply box shows the post that you reply to. #### Type the reply Type the reply in the reply box. To add the username of the author, click the `@` button. #### Send the reply Click **Send**. The **Post this reply publicly?** dialog opens. #### Confirm Click **Post reply**. To change the reply first, click **Keep editing**. The system posts the reply on X as a reply to the selected post. Anyone on X can see it. The reply shows in the thread with your X account as its author. Some things work differently from a conversation: * A reply can have up to 280 characters. The reply box shows the count. If the reply is longer, you cannot send it. * You cannot attach files or record audio. The reply is text only. * The reply box has no private notes. ![The reply box replies to the selected post on X, counts the characters, and can close the post with no reply.](/_fern-img/e10f5f8a689f22efe1d5f3d6019e894801038923ad02d78b99f571479dc12416.webp) ### Reply by direct message The author of a post can also have an X Chat conversation with your account. If you can open that conversation, the reply box shows **Reply publicly** and **Reply by DM**. Select **Reply by DM**, and then click **Send**. The post closes as done, and the X Chat conversation opens. Then reply in the conversation. You cannot start a direct message from a post. The author must send a direct message to your account first. For direct messages, see [X](/omni-channel/x). ## Delivery states A reply from the **X Mentions** view goes to X in the background. The reply shows in the thread at the same time, with a delivery state: | State | What the thread shows | What to do | | ----------- | -------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------- | | Sending | The reply, with no label. | Wait. | | Sent | The reply, with a link to the post on X. | Nothing. | | **Failed** | The **Failed** label and **Failed to send**. X rejected the reply and did not post it. | Put the pointer on the warning icon to see the reason. Click **Send again** (the retry icon). | | **Check X** | The **Check X** label and **X may have posted this reply. Check X before sending it again.** | Click **Check on X**. If the reply is not on X, click **Send again**. | The system does not send a reply again automatically. X bills each post, and a second post shows in public. > **Warning** > > Do not click **Send again** on a **Check X** reply before you look at X. If X already posted the reply, a second reply shows in public. When you click **Send again** on a **Check X** reply, the **Send this reply again?** dialog opens. Click **Send again** to confirm, or click **Cancel**. ## How mentions arrive X sends each new mention of your account to the inbox when it occurs. X also sends the posts of your own X account. The system waits 1 minute before it adds your own posts, so a reply from Hams does not show 2 times. Replies in a thread do not always mention your account. Every 5 minutes, the system asks X for the new replies of each active thread. A thread is active when it has a post from the last 7 days. The system stops at 100 posts in 1 thread. A thread shows at most its 500 newest posts. ## Filter the list #### Open the filter Click the filter button next to **X Mentions**. The **Filter mentions** box opens. #### Set the condition Select **Inbox name**, the operator **Equal to** or **Not equal to**, and an X inbox. #### Add more conditions Optional: click **Add filter** to add a condition. Select how it joins the condition before it. #### Apply the filter Click **Apply filters**. The list shows only the posts of the inboxes that match. To remove the filter, click the clear button next to **X Mentions**. The filter applies to all 3 tabs and to the count of **Needs reply**. ## Related * [X](/omni-channel/x) * [Inboxes and channels](/omni-channel/inboxes) * [Overview](/omni-channel/overview)