Does @mention work on the phone?

Via PSTN you can ask Merlin to pass on a message. Direct @ typing works in chat channels.

Can an admin read messages?

No. Only metadata (sender, recipient, timestamp). No content.

How long are messages stored?

30 days, then automatically deleted. On account or PIN deletion, removed immediately.

Android app: push on new message. Offline: email digest within an hour.

Professional, Business, and Enterprise. No extra configuration needed.

Direct Messages.Colleagues, not AI.

CallMerlin Direct Messages let PIN users reach colleagues via @mentions in CallMerlin chat. No AI for the message itself. Supports group messages, inbox badges, quoted replies, file attachments, and push on Android.

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Professional+. Pure chat starts as 1 minute per session; intensive back-and-forth may add extra minutes.

Type @Finance: can you check invoice 3821? The team gets a notification.

Speed

CallMerlin · DM

Type @ and a name. Autocomplete shows PIN users and groups.

inbox · direct messages1 unread

You → Finance group

@Finance

Can you check invoice 3821?

Actions

ReplyMark readAttachment

What Direct Messages offers

Team chat within CallMerlin, separate from AI conversations.

Feature	What it does	Channel
@mention	Autocomplete on name or group	All chat channels
Inbox	Unread with badge	Widget, desktop, app
Groups	@Sales to entire PIN group	Per group
Reply + attachment	Quote and paperclip	Chat
Delivery status	1 check = sent, 2 = read	Per message
Retention	30 days, then deleted	Automatic

Use cases

Reach a colleague quickly without leaving CallMerlin chat. Same chat minutes as any chat session.

Quick question

@Finance: status of invoice 3821?

Group notification

@Sales: Acme deal approved by legal.

Share attachment

Send screenshot or PDF via paperclip in chat.

Alternatives for internal chat

Teams use Slack, Teams, or email for short questions today.

Direct Messages live in the same chat as Merlin. No AI for the DM; chat starts as 1 minute per session; intensive back-and-forth may add extra minutes.

Slack DM

For illustration

Context switch, Merlin chat not in the same thread.

Email

For illustration

Slow, no realtime in widget or during webcall.

CallMerlin @mention

Recommended

In the same chat, inbox and push on Android. Pure chat starts as 1 minute per session; intensive back-and-forth may add extra minutes.

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Available on

Webcall widget

Desktop app

Android app

Phone (via Merlin)

This is just one example of the many combinations possible.

All channels →

Internal question without @mentions

1Switch to Slack or Teams.
2Find the right colleague or channel.
3Type question without conversation context from Merlin.
4Wait for reply in another window.
5No link to PIN permissions or case context.

Frequently asked questions about Direct Messages

The message itself uses no AI or tokens. Pure chat starts as 1 minute per session; intensive back-and-forth may add extra minutes, like any CallMerlin chat.

Stop switching context. @ your colleague in chat.

Team messages in the same CallMerlin chat. No AI for the DM; pure chat starts as 1 minute per session; intensive back-and-forth may add extra minutes.

Start free trial

Professional+. Pure chat starts as 1 minute per session; intensive back-and-forth may add extra minutes.