Available in Element Core (with the exception of Live Chat/Messenger, which is available in Element Engagement). See our packages overview for details.
Overview
Use Conversations to communicate 1:1 with students through the following channels: Messenger (Live Chat), SMS, Email, and In-App Calling*.
Conversations are different from Campaigns, which are designed to send bulk, scheduled messages to a broad group of users. For more information on Campaigns, click here.
This article will divide the Conversations module into three sections—inbox, conversation, and conversation information—as illustrated in the screenshot below. It will cover how-to topics such as:
Starting a new conversation or replying to an existing one
Changing the conversation assignee
Disabling Bolt Agent
Favoriting a conversation
Closing a conversation
Adding private notes
Translating inbound messages
Accessing a contact's profile and associating a contact to a conversation
Adding + removing participants
Adding + removing tags
Gain additional insight and context related to the contact
Accessing Conversations
Navigate to Engagement > Conversations > All Conversations.
Inbox
The Conversations module's left panel displays an inbox, or list, of all conversations from all channels with search and filter functionality. Each thread, or box, provides at-a-glance information about the specific conversation using formatting and icons.
In a separate article, we cover inbox formatting, icons, searching and filtering conversations, performing bulk actions, threading conversations, and connecting shared email inboxes.
Conversation
The Conversations module's middle panel displays the conversation you are reading (the one you selected from the inbox). It contains the conversation thread where you can communicate 1:1 with the contact, update the assignee, add private notes, close the conversation, translate, and more.
Assignee
Assignee
The assignee is indicated in the center of the conversation panel.
When conversations are first started, they are unassigned.
To select a new assignee, click Select Assignee, and all users will show in a dropdown menu. Select the user you wish to assign to the conversation.
Use a conversation rule to assign users to conversations automatically.
Bolt Agent
Bolt Agent
If one of your Bolt Agents is active in the conversation, their name is displayed in a chip at the top of the middle panel (left of the star icon). You can disconnect or "stop" the agent from replying by clicking their chip (pause symbol). For example, see the screenshot above where Dean, our Bolt Agent, is active. To re-enable the agent, click the chip again.
Favorite Conversation
Favorite Conversation
Click the star ⭐️ to mark a conversation as a favorite. Then, use inbox filters to view favorite conversations easily.
Favoriting conversations can also be performed in bulk by selecting more than one conversation thread. To learn how, click here.
Close Conversation
Close Conversation
After completing a conversation, click the check mark ✔️ to close it.
After closing a conversation, it will remain in your inbox with a Reopen Conversation button at the bottom. Click the button to reopen the conversation.
Closing conversations can also be performed in bulk by selecting more than one conversation thread. To learn how, click here.
It’s recommended to close conversations as they're finished to ensure the conversation rules are evaluated correctly.
Hide Conversation Info
Hide Conversation Info
To hide the right panel, click information ℹ️.
Start New Conversation
Start New Conversation
Click on the three vertical dots icon to display additional actions.
Click on New Conversation to start a new conversation with the external participant of the message you are currently viewing. To create a new conversation with a different external participant, click the blue + New Conversation button in the top right corner.
Switch Channels
Switch Channels
Click on the three vertical dots icon to display additional actions.
Click Switch Channels to communicate with the external participant of the message you are viewing using a new conversation channel.
Delete Conversation
Delete Conversation
Click on the three vertical dots icon to display additional actions.
Click on Delete Conversation to permanently delete the conversation
Deleting conversations can also be performed in bulk by selecting more than one conversation thread. To learn how, click here.
Deleting a Messenger conversation will also remove the message from the student's chat history.
Join Conversation
Join Conversation
In conversations where you are not a participant, you can join by clicking the "join conversation" button at the bottom of the conversation panel. Once you join the conversation, you can reply or add private notes.
Reply: Compose or Edit Message
Reply: Compose or Edit Message
To reply, make sure the reply/note toggle is on reply and use the text box to type your message to the external participant.
Use the toolbar to enhance your message with the following:
Attach pictures or files
Insert emojis
Insert a saved reply (to manage your custom replies, navigate to Engagement > Conversations > Settings > General > Custom Replies)
Use Bolt Writing Tools to:
Generate your entire message
Improve your writing
Fix spelling and grammar
Shorten your message
Expand your message
Change the tone of your message
Translate your message
Send recorded videos using Covideo or Loom (additional fees and subscriptions apply)
Note: Adding Private Notes
Note: Adding Private Notes
Private notes can be added to any conversation. Within that note, you can tag an individual or team. When you add a tag, the individual or team will be notified. Please note that private notes are visible to any internal user with the proper permissions but are NOT visible to the student or external participant.
To add a note to a conversation:
Change the message toggle from Reply to Note (directly above the message reply text box).
Type your note in the text box.
To tag an individual or team in the note, type “@,” and a list of your users will populate. Select the user you would like to tag.
When you're finished, click the Add Private Note button.
Private notes can only be added using the note tab within the individual conversation. You must use the process above to add a private note.
Voice: Send a Voice-Recorded Message (Messenger Only)
Voice: Send a Voice-Recorded Message (Messenger Only)
Instead of sending a text-based message or reply to a contact, you can send a voice-recorded message.
Select the Voice toggle and click the microphone icon to begin recording.
Once you are finished speaking, click the send button.
Notes about Voice Messages:
Voice messages are available to all users—students, staff, and Bolt Agents–enabling everyone to participate in voice-based conversations.
Voice messages are exclusive to the Messenger channel and work with or without Bolt Agents enabled.
Translating Inbound Messages
Translating Inbound Messages
Element451 allows you to translate inbound messages to English and Spanish. To translate a message:
Hover over the message you wish to translate.
Click on the three vertical dots icon.
Select whether you want the message translated into English or Spanish.
Note: Translations are only visible internally, meaning your external participant will not see the translated message.
Conversation Info
The Conversations module's right panel has three tabs—Profile, Manage, and Related—that provide additional information about the conversation and external participants.
Profile Tab
Profile Tab
Accessing a student's information quickly is essential when conversing with them. The profile tab provides quick and easy access to the student's profile information.
Known Participant (if Element451 can identify the participant):
Upon opening the tab, you will see the contact's first and last name, email address, and phone number.
To access additional information about the participant, click on the View Full Profile button. This will open a slide-out sheet with more details, including the assignee, territory, and application information.
Click the Open User Profile button on the slide-out sheet to view all user information.
Unknown Visitor - Messenger Only (if Element451 is unable to identify the participant):
Associate Existing User: You will be provided with a search field to associate a user with the conversation. Search for the student's name and confirm the association.
The process of associating an existing user with a conversation is not automatic and requires you to search/confirm the user manually.
Create a New Profile: If there is no existing record for the visitor, you can create one easily. Gather the visitor's contact information and fill out the necessary fields. Once you have added the required email field, a blue button will appear, allowing you to create a new profile record.
When entering the email address, if Element451 associates it with an existing record, you will be prompted with an Associate User button.
Note: For instances where the user is using Messenger, and we cannot identify them, we will request their email address to attempt to identify them.
Manage Tab
Manage Tab
Participants
A participant is someone who is either contributing to or following a conversation. Participants receive notifications in the Element451 instance AND via email for ALL external participant responses. At this time, these email notifications cannot be turned off. We understand your inbox can get crowded. Consider leveraging your email provider's rules or filters to keep your notifications organized.
To add a participant:
In the conversation, click on the Manage tab
If the conversation has no participants yet, click on Select Users
If a participant already exists in this conversation, click in the area near the existing user chip(s) to open the user selector
Search and select the user(s) that you wish to add
To remove a participant:
In the conversation, click on the Manage tab
Click in the area near the existing user chip(s) to open the user selector
Click the X next to the user you wish to remove
Private: Enable this setting if you wish to convert this conversation from public to private. This means that only the author, the assignee, and the participants will be able to see the conversation. Private conversations are denoted with a lock icon in your inbox.
"From" Phone Number, Email: The "from" phone number or email address will be listed for SMS and email conversations.
Tags
As your number of conversations grows in Element451, it becomes increasingly important to be able to search through them efficiently. One way to achieve this is to tag conversations with relevant categories, such as financial aid or recommendations. This will allow your team to sort conversations based on their content and streamline communication quickly.
To add a tag:
In the conversation, click on the Manage tab.
If the conversation has no tags yet, click on Select Tags.
If a tag already exists on this conversation, click in the area near the existing tag chip(s) to open the tag selector.
Search and select the existing tags from the list that you wish to add.
If you wish to add a new tag, click Add at the bottom, name your tag, and save.
To remove a tag:
In the conversation, click on the Manage tab.
Click in the area near the existing tag chip(s) to open the tag selector.
Click the X next to the tag you wish to remove.
Content Moderation: Block + Flag
There is a built-in content moderation feature in conversations where Bolt Agents participate. This feature helps you maintain a safe and respectful environment by automatically flagging conversations that may contain inappropriate, harmful, or manipulative content (text and images).
Block Conversation
When a conversation is flagged, you can configure an automatic action to block the participant from sending additional inbound messages to that conversation. When this happens, this toggle will be enabled. From here, you can reinstate their access or manually enable it.
Flag Conversation
When a conversation is flagged, the flag category or categories will be listed here. From here, you can edit the flags, clear all flags, or manually add a flag.
For more information on Content Moderation, explore our dedicated help article.
Related Tab
Related Tab
The related tab allows you to gain additional insight and context related to the external participant by providing links to:
Previous Conversations
Submitted Applications
Sent Campaigns
Creating a New Conversation
Option 1: Click the + New Conversation button in the top right corner.
Option 2: Click the Conversations button in the profile of the student you wish to message.
The corresponding help article provides instructions for creating new conversations by channel. Click the button below for more information.
Understanding Conversation Drafts
Conversation drafts in the Conversations module are designed to help you pick up where you left off, even if you navigate away or switch between profiles.
How Drafts Work
User-Based, Not Conversation-Based: Drafts are saved to your internal user session, not the specific contact you were messaging. This means if you start typing a message and leave without sending it, that text remains saved as a draft.
Message Content Only: Only the message content itself is saved as a draft. Things like the recipient’s name or any attachments are not included in the draft.
Channel-Specific: If you begin a draft in email, it saves specifically for that channel. If you switch to SMS, that draft is separate and will only appear when you switch back to SMS.
Sticky Across Profiles: If you navigate away from a conversation and start a new one with another contact, the previous draft will still be there, prepopulated in the message field
How to Clear a Draft
Send the message — this automatically removes it from the draft state.
Delete the message content — clear the message field before navigating away.
If neither of these actions is taken, the draft will persist and appear the next time you start a new conversation.
*In-app calling is a premium feature. To learn more about adding the feature, contact the Element451 customer support team.