What you'll learn about:
Assignees
Unread messages
Adding notes/tagging team members
Tagging
New, Switch Channel, and Delete Conversations
Participants
Searching and filtering conversations
Attachments, Videos, Images, and Emojis
Additional Conversation Items
Assignees
The assignee is indicated in the center of the conversations page. To select a new assignee, click on the field and all users will show in a dropdown menu.
When conversations are first started they are unassigned. To assign the conversation to a member of your team, begin typing the name of the person you want to assign it to. Select the matching name when it appears. A tag will be created and the conversation will be assigned to them.
Unread messages
A new conversation will be in bold and show "new conversation" in the message queue.
Adding Notes/Tagging and Notifying People in Notes
Within a conversation, you can add a private note. You can also tag a teammate in the note. They’ll be notified to review the conversation’s content privately.
To add a note, change the message option from Reply to Note (directly above the message reply box). To tag someone, type “@name.” If it’s an external conversation with a student, the student will not see the note.
Alternatively, if you want to reply to the student, just click the reply button and type your response.
Tagging
As the number of conversations increases within Element451, it’s helpful to be able to search through them efficiently. This is possible by tagging conversations with things conversations are about (e.g. financial aid, recommendations) or other categories that make sense for your team.
Conversations are automatically tagged with default tags of email and SMS. Tags can also be added or removed in the conversation using the Mange panel to the right of the message.
New, Switch, and Delete Conversations
Click on a conversation to open the status so that all participants can respond. When a conversation is no longer active you can use the three dots (see below) to select a new conversation, switch channels (i.e. SMS to email), or delete the conversation.
When a conversation is no longer active change the status to Closed. To close a conversation, click the checkmark. The conversation is now closed.
To reopen the conversation click the blue Reopen Conversation button in the bottom center of the message.
Participants
A participant is someone who is either contributing to or following a conversation. Participants are listed by their name in the Manage section of Conversations (to the right of the message.
Participants receive email notifications for all responses by a student.
To add a participant, navigate to the manage section and next to the current participants starting typing a name to add.
Searching and filtering Conversations
To search or filter conversations click on the funnel or magnifying-glass above the inbox.
To narrow your search you can select from a variety of terms, tags, type, assignment, etc.
To track active conversations, you can filter open/closed conversations in your conversations listings.
Attachments, Videos, Images, and Emojis
For email conversations, people can add attachments, insert photos, emojis, and there is an option to record with Loom or Covideo. Please note that these personalized video options may have an additional fee to use.
To add a video or record a new one, click on the icon of the account you have created (either Loom or Covideo). If you haven't already, log into your account and then you will be presented with the options to either record a new video or select from your video library.
Additional Conversation Items
Favorite Conversations: Click the star to mark conversation as a favorite. To show all of your favorite conversations, select favorite using the filter funnel.
