diff --git a/app/javascript/dashboard/components/widgets/WootWriter/Editor.vue b/app/javascript/dashboard/components/widgets/WootWriter/Editor.vue
index 92023444c..ee3337cf9 100644
--- a/app/javascript/dashboard/components/widgets/WootWriter/Editor.vue
+++ b/app/javascript/dashboard/components/widgets/WootWriter/Editor.vue
@@ -6,7 +6,7 @@
       @click="insertMentionNode"
     />
     <canned-response
-      v-if="showCannedMenu"
+      v-if="showCannedMenu && !isPrivate"
       :search-key="cannedSearchTerm"
       @click="insertCannedResponse"
     />
@@ -223,8 +223,8 @@ export default {
         return null;
       }
       const node = this.editorView.state.schema.nodes.mention.create({
-        userId: mentionItem.key,
-        userFullName: mentionItem.label,
+        userId: mentionItem.id,
+        userFullName: mentionItem.name,
       });
 
       const tr = this.editorView.state.tr.replaceWith(
@@ -256,6 +256,7 @@ export default {
         this.plugins
       );
       this.editorView.updateState(this.state);
+      this.focusEditorInputField();
       return false;
     },
 
diff --git a/app/javascript/dashboard/components/widgets/conversation/TagAgents.vue b/app/javascript/dashboard/components/widgets/conversation/TagAgents.vue
index 73002eb5c..8cfe1033b 100644
--- a/app/javascript/dashboard/components/widgets/conversation/TagAgents.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/TagAgents.vue
@@ -1,49 +1,160 @@
 <template>
-  <mention-box :items="items" @mention-select="handleMentionClick" />
+  <ul
+    v-if="items.length"
+    class="vertical dropdown menu mention--box"
+    :style="{ top: getTopSpacing() + 'rem' }"
+    :class="{ 'with-bottom-border': items.length <= 4 }"
+  >
+    <li
+      v-for="(agent, index) in items"
+      :id="`mention-item-${index}`"
+      :key="agent.id"
+      :class="{ active: index === selectedIndex }"
+      @click="onAgentSelect(index)"
+      @mouseover="onHover(index)"
+    >
+      <div class="mention--thumbnail">
+        <woot-thumbnail
+          :src="agent.thumbnail"
+          :username="agent.name"
+          size="32px"
+        />
+      </div>
+      <div class="mention--metadata text-truncate">
+        <h5 class="text-block-title mention--user-name text-truncate">
+          {{ agent.name }}
+        </h5>
+        <div class="text-truncate mention--email text-truncate">
+          {{ agent.email }}
+        </div>
+      </div>
+    </li>
+  </ul>
 </template>
 
 <script>
 import { mapGetters } from 'vuex';
-import MentionBox from '../mentions/MentionBox.vue';
-
+import mentionSelectionKeyboardMixin from '../mentions/mentionSelectionKeyboardMixin';
 export default {
-  components: { MentionBox },
+  mixins: [mentionSelectionKeyboardMixin],
   props: {
     searchKey: {
       type: String,
       default: '',
     },
   },
+  data() {
+    return { selectedIndex: 0 };
+  },
   computed: {
-    ...mapGetters({
-      agents: 'agents/getVerifiedAgents',
-    }),
+    ...mapGetters({ agents: 'agents/getVerifiedAgents' }),
     items() {
       if (!this.searchKey) {
-        return this.agents.map(agent => ({
-          label: agent.name,
-          key: agent.id,
-          description: agent.email,
-        }));
+        return this.agents;
       }
 
-      return this.agents
-        .filter(agent =>
-          agent.name
-            .toLocaleLowerCase()
-            .includes(this.searchKey.toLocaleLowerCase())
-        )
-        .map(agent => ({
-          label: agent.name,
-          key: agent.id,
-          description: agent.email,
-        }));
+      return this.agents.filter(agent =>
+        agent.name
+          .toLocaleLowerCase()
+          .includes(this.searchKey.toLocaleLowerCase())
+      );
     },
   },
+  watch: {
+    items(newListOfAgents) {
+      if (newListOfAgents.length < this.selectedIndex + 1) {
+        this.selectedIndex = 0;
+      }
+    },
+  },
+
   methods: {
-    handleMentionClick(item = {}) {
-      this.$emit('click', item);
+    getTopSpacing() {
+      if (this.items.length <= 4) {
+        return -(this.items.length * 5 + 1.7);
+      }
+      return -20;
+    },
+    handleKeyboardEvent(e) {
+      this.processKeyDownEvent(e);
+      this.$el.scrollTop = 50 * this.selectedIndex;
+    },
+    onHover(index) {
+      this.selectedIndex = index;
+    },
+    onAgentSelect(index) {
+      this.selectedIndex = index;
+      this.onSelect();
+    },
+    onSelect() {
+      this.$emit('click', this.items[this.selectedIndex]);
     },
   },
 };
 </script>
+
+<style scoped lang="scss">
+.mention--box {
+  background: var(--white);
+  border-top: 1px solid var(--color-border);
+  font-size: var(--font-size-small);
+  left: 0;
+  line-height: 1.2;
+  max-height: 20rem;
+  overflow: auto;
+  padding: var(--space-small) var(--space-small) 0 var(--space-small);
+  position: absolute;
+  width: 100%;
+  z-index: 100;
+
+  &.with-bottom-border {
+    border-bottom: var(--space-small) solid var(--white);
+
+    li {
+      &:last-child {
+        margin-bottom: 0;
+      }
+    }
+  }
+
+  li {
+    align-items: center;
+    border-radius: var(--border-radius-normal);
+    display: flex;
+    padding: var(--space-small);
+
+    &.active {
+      background: var(--s-50);
+
+      .mention--user-name {
+        color: var(--s-900);
+      }
+      .mention--email {
+        color: var(--s-800);
+      }
+    }
+
+    &:last-child {
+      margin-bottom: var(--space-small);
+    }
+  }
+}
+
+.mention--thumbnail {
+  margin-right: var(--space-small);
+}
+
+.mention--user-name {
+  margin-bottom: 0;
+}
+
+.mention--email {
+  color: var(--s-700);
+  font-size: var(--font-size-mini);
+}
+
+.mention--metadata {
+  flex: 1;
+  max-width: 100%;
+}
+</style>
diff --git a/app/javascript/dashboard/components/widgets/mentions/MentionBox.vue b/app/javascript/dashboard/components/widgets/mentions/MentionBox.vue
index e5963d0ee..4613d8357 100644
--- a/app/javascript/dashboard/components/widgets/mentions/MentionBox.vue
+++ b/app/javascript/dashboard/components/widgets/mentions/MentionBox.vue
@@ -20,7 +20,9 @@
 </template>
 
 <script>
+import mentionSelectionKeyboardMixin from './mentionSelectionKeyboardMixin';
 export default {
+  mixins: [mentionSelectionKeyboardMixin],
   props: {
     items: {
       type: Array,
@@ -39,56 +41,25 @@ export default {
       }
     },
   },
-  mounted() {
-    document.addEventListener('keydown', this.keyListener);
-  },
-  beforeDestroy() {
-    document.removeEventListener('keydown', this.keyListener);
-  },
   methods: {
     getTopPadding() {
       if (this.items.length <= 4) {
-        return -(this.items.length * 2.8 + 1.7);
+        return -(this.items.length * 2.9 + 1.7);
       }
       return -14;
     },
-    isUp(e) {
-      return e.keyCode === 38 || (e.ctrlKey && e.keyCode === 80); // UP, Ctrl-P
-    },
-    isDown(e) {
-      return e.keyCode === 40 || (e.ctrlKey && e.keyCode === 78); // DOWN, Ctrl-N
-    },
-    isEnter(e) {
-      return e.keyCode === 13;
-    },
-    keyListener(e) {
-      if (this.isUp(e)) {
-        if (!this.selectedIndex) {
-          this.selectedIndex = this.items.length - 1;
-        } else {
-          this.selectedIndex -= 1;
-        }
-      }
-      if (this.isDown(e)) {
-        if (this.selectedIndex === this.items.length - 1) {
-          this.selectedIndex = 0;
-        } else {
-          this.selectedIndex += 1;
-        }
-      }
-      if (this.isEnter(e)) {
-        this.onMentionSelect();
-      }
-      this.$el.scrollTop = 28 * this.selectedIndex;
+    handleKeyboardEvent(e) {
+      this.processKeyDownEvent(e);
+      this.$el.scrollTop = 29 * this.selectedIndex;
     },
     onHover(index) {
       this.selectedIndex = index;
     },
     onListItemSelection(index) {
       this.selectedIndex = index;
-      this.onMentionSelect();
+      this.onSelect();
     },
-    onMentionSelect() {
+    onSelect() {
       this.$emit('mention-select', this.items[this.selectedIndex]);
     },
   },
diff --git a/app/javascript/dashboard/components/widgets/mentions/mentionSelectionKeyboardMixin.js b/app/javascript/dashboard/components/widgets/mentions/mentionSelectionKeyboardMixin.js
new file mode 100644
index 000000000..418c5991b
--- /dev/null
+++ b/app/javascript/dashboard/components/widgets/mentions/mentionSelectionKeyboardMixin.js
@@ -0,0 +1,39 @@
+import { buildHotKeys } from 'shared/helpers/KeyboardHelpers';
+
+export default {
+  mounted() {
+    document.addEventListener('keydown', this.handleKeyboardEvent);
+  },
+  beforeDestroy() {
+    document.removeEventListener('keydown', this.handleKeyboardEvent);
+  },
+  methods: {
+    moveSelectionUp() {
+      if (!this.selectedIndex) {
+        this.selectedIndex = this.items.length - 1;
+      } else {
+        this.selectedIndex -= 1;
+      }
+    },
+    moveSelectionDown() {
+      if (this.selectedIndex === this.items.length - 1) {
+        this.selectedIndex = 0;
+      } else {
+        this.selectedIndex += 1;
+      }
+    },
+    processKeyDownEvent(e) {
+      const keyPattern = buildHotKeys(e);
+      if (['arrowup', 'ctrl+p'].includes(keyPattern)) {
+        this.moveSelectionUp();
+        e.preventDefault();
+      } else if (['arrowdown', 'ctrl+n'].includes(keyPattern)) {
+        this.moveSelectionDown();
+        e.preventDefault();
+      } else if (keyPattern === 'enter') {
+        this.onSelect();
+        e.preventDefault();
+      }
+    },
+  },
+};
diff --git a/app/javascript/dashboard/components/widgets/mentions/specs/mentionSelectionKeyboardMixin.spec.js b/app/javascript/dashboard/components/widgets/mentions/specs/mentionSelectionKeyboardMixin.spec.js
new file mode 100644
index 000000000..296c65d19
--- /dev/null
+++ b/app/javascript/dashboard/components/widgets/mentions/specs/mentionSelectionKeyboardMixin.spec.js
@@ -0,0 +1,64 @@
+import mentionSelectionKeyboardMixin from '../mentionSelectionKeyboardMixin';
+import { shallowMount } from '@vue/test-utils';
+
+const buildComponent = ({ data = {}, methods = {} }) => ({
+  render() {},
+  data() {
+    return data;
+  },
+  methods,
+  mixins: [mentionSelectionKeyboardMixin],
+});
+
+describe('mentionSelectionKeyboardMixin', () => {
+  test('register listeners', () => {
+    jest.spyOn(document, 'addEventListener');
+    const Component = buildComponent({});
+    shallowMount(Component);
+    // undefined expected as the method is not defined in the component
+    expect(document.addEventListener).toHaveBeenCalledWith(
+      'keydown',
+      undefined
+    );
+  });
+
+  test('processKeyDownEvent updates index on arrow up', () => {
+    const Component = buildComponent({
+      data: { selectedIndex: 0, items: [1, 2, 3] },
+    });
+    const wrapper = shallowMount(Component);
+    wrapper.vm.processKeyDownEvent({
+      ctrlKey: true,
+      key: 'p',
+      preventDefault: jest.fn(),
+    });
+    expect(wrapper.vm.selectedIndex).toBe(2);
+  });
+
+  test('processKeyDownEvent updates index on arrow down', () => {
+    const Component = buildComponent({
+      data: { selectedIndex: 0, items: [1, 2, 3] },
+    });
+    const wrapper = shallowMount(Component);
+    wrapper.vm.processKeyDownEvent({
+      key: 'ArrowDown',
+      preventDefault: jest.fn(),
+    });
+    expect(wrapper.vm.selectedIndex).toBe(1);
+  });
+
+  test('processKeyDownEvent calls select methods on Enter Key', () => {
+    const onSelectMockFn = jest.fn();
+    const Component = buildComponent({
+      data: { selectedIndex: 0, items: [1, 2, 3] },
+      methods: { onSelect: () => onSelectMockFn('enterKey pressed') },
+    });
+    const wrapper = shallowMount(Component);
+    wrapper.vm.processKeyDownEvent({
+      key: 'Enter',
+      preventDefault: jest.fn(),
+    });
+    expect(onSelectMockFn).toHaveBeenCalledWith('enterKey pressed');
+    wrapper.vm.onSelect();
+  });
+});