What you'll learn about:

  1. Assignees

  2. Unread messages

  3. Adding notes/tagging team members

  4. Tagging

  5. New, Switch Channel, and Delete Conversations

  6. Participants

  7. Searching and filtering conversations

  8. Attachments, Videos, Images, and Emojis

  9. 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.

Asignee

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.

Unread message

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.

Adding a private note and notifying internal users

Alternatively, if you want to reply to the student, just click the reply button and type your response.

Reply

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.

Tagging

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 When a conversation is no longer active you can use the three dots (see below) to select a new conversation, switch channels (i.e. SMS to email), or delete the conversation.

Click on New 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When a conversation is no longer active change the status to Closed.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.

The check mark closes the conversation

To reopen the conversation click the blue Reopen Conversation button in the bottom center of the message.

If you close a conversation you can rejoin with the blue button at the bottom

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.

Participants

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.

The funnel allows you to search and filter conversations

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.

Search and filter

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.

Attachments, images, videos

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.

The star favorites a conversation

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