Conversations Inbox
Why are some emails not being forwarded to my connected inbox?
Why are some emails not being forwarded to my connected inbox?
The most common reason emails from your connected email address do not appear in Element451 is that Anonymous Conversations is disabled.
When an email is forwarded to Element451, the system checks the Anonymous Conversations setting. If this setting is disabled and the sender’s email address does not match an existing contact record, the email is blocked and will not appear in your inbox. This is likely why some emails seem to be missing.
To resolve this, enable Anonymous Conversations by navigating to Engagement > Conversations > Conversations Settings > Email.
Once enabled, emails from unknown senders (including new email addresses and phone numbers) will be allowed into your inbox.
Explore More: Troubleshooting Connected Inboxes + Email Forwarding
What does the smiley face displayed by inbound messages mean?
What does the smiley face displayed by inbound messages mean?
Element451 Conversations uses artificial intelligence (AI) powered sentiment analysis to help you better understand how students feel during conversations.
Conversation Channels
SMS
How many characters should my SMS (text) be?
How many characters should my SMS (text) be?
SMS messages are limited to 1600 characters. However, best practice is to keep messages much shorter than that. We recommend 160 characters for the best technical and end-user experience.
An international student did not receive an attachment on my SMS.
An international student did not receive an attachment on my SMS.
If you send a message with multimedia content (images or attachments), it will only be delivered to US numbers.
Why didn’t we receive a student’s text message?
Why didn’t we receive a student’s text message?
By default, Element451 only allows inbound texts from known senders (contacts with a record in the People module) to appear in Conversations. This helps prevent spam.
If you didn’t receive a message, check:
Whether the sender’s phone number is linked to a contact in the People module.
If Anonymous Conversations is enabled in your settings. This allows messages from all senders, even if they aren’t in your system.
Why Do Emails from Conversations Have a Unique Reply Address?
Why Do Emails from Conversations Have a Unique Reply Address?
When sending an email through the Conversations module, the reply-to address includes a unique identifier (e.g., 67b77502924d3@element451.io). This ensures that when a recipient replies, their response is automatically routed to the correct conversation thread in your inbox.
While the reply address may look different from a standard email, it functions the same way—students can simply hit “Reply” as they normally would, and their response will be received within the Conversations module.
💡Pro Tip: Configure a clear and trusted “From Name” in your Email Settings (Conversations Settings > General > Inboxes). This display name is what students will see in their email provider’s inbox, helping them recognize who the email is from at a glance. For example, instead of seeing a reply address like 67b77502924d3@element451.io, they’ll see something like: From: Admissions Team <67b77502924d3@element451.io>.
Messenger (Live Chat)
When students enter their email in live chat, are their conversations automatically linked to their records?
When students enter their email in live chat, are their conversations automatically linked to their records?
No, the association is not automatic. When a student enters their email address and name in live chat, Element451 checks for an existing record. If a match is found, an “Associate” button appears in the Profile tab of the conversation. A user must manually confirm the association by clicking this button.
Alternatively, you can manually search for a user and associate the conversation with their record.
Phone
How should I format phone numbers for call forwarding, and how does it work?
How should I format phone numbers for call forwarding, and how does it work?
To set up call forwarding in Element451, enter the phone number with the ”+1” prefix (e.g., +13852485526). Call forwarding only applies to incoming calls—when someone dials your Element451 number, the call will be forwarded to your designated number.
Important Notes on In-App Calling:
Caller ID Customization: You can verify and connect additional phone numbers (e.g., your admissions office main line) to display as your Caller ID when making outbound calls. This ensures students see a familiar number when you call.
No Inbound Call Support: Element451 does not support inbound calls directly. If a student tries to call back, they’ll reach the number displayed as your Caller ID, such as your main office line.
Verification Required: Before using a custom number for Caller ID, you must verify it in Element451.
For more details, visit our help article: In-App Calling + Phone Setup.
How do I stop FaceTime from interfering with in-app calls on a Mac?
How do I stop FaceTime from interfering with in-app calls on a Mac?
If you use a Mac computer and FaceTime intercepts your in-app calls, you can change your default calling app, disable FaceTime, or adjust your browser settings.
Option 1: Change the Default Calling App
Open the FaceTime app.
Click FaceTime in the menu bar and select Preferences.
Go to the Settings tab.
Find Default for calls and select the drop-down menu.
Choose the app you want to use as your default calling app.
Close the Preferences window.
Option 2: Adjust Browser Settings (Chrome & Safari)
Your browser may be set to open call links with FaceTime. To change this:
For Chrome:
Open Chrome and enter chrome://settings/handlers in the address bar.
Look for FaceTime under “Protocols.”
Click Remove or select your preferred calling app.
For Safari:
Open Safari and go to Preferences > Websites > Phone Number Handling.
Change the setting from FaceTime to your preferred app.
Option 3: Turn Off FaceTime
If you don’t need FaceTime on your Mac, you can disable it to prevent conflicts:
Open the FaceTime app.
Click FaceTime in the menu bar.
Select Turn FaceTime Off.
Notifications
Can I turn off the notification emails for new messages?
Can I turn off the notification emails for new messages?
Unfortunately, this cannot be turned off at this time. While the notification feature ensures you don't miss a conversation, we understand your inbox can get crowded. Consider leveraging your email provider's rules or filters to organize your notifications. For more information on configuring rules and filters, visit your email provider's help center (Outlook Rules | Gmail Filters).
Rules
Why is my conversation automation rule not running?
Why is my conversation automation rule not running?
To troubleshoot why your rule didn't run, it is helpful first to remember the process by which rules are applied and run:
Conversation rules are triggered on two occasions:
Inbound messages with no conversation history
New messages in closed conversations
When troubleshooting rule execution, there are a few things to consider:
Close Conversations: Close conversations once they end so subsequent messages will be triggered for rule evaluation.
Review Rule Order: Conversations are compared against your list of rules in the order in which the rules are listed, starting from the top. When it finds a rule that matches the incoming message, it applies that rule. After applying a rule, it stops checking the rest. Only the first matching rule is applied, and the rest are ignored for that particular message.
Explore more on conversation rules.