Overview
Use the roles of Assignees and Participants to effectively manage incoming messages and make sure all student inquiries are answered.
Assignees and participants are internal users of your organization that communicate with students within Conversations. Students are not considered assignees or participants.
Assignees:
There can only be one assignee per conversation.
Assignees are not automatically added to a conversation unless you create an automation in Conversation Rules.
To learn more about adding or changing the assignee, click here.
You can use the Contact Assignee option in Conversation Rules to dynamically assign inbound conversations to the staff member who owns the contact record. If the contact has no assignee or is anonymous, a fallback user or team is used instead.
Participants:
There can be multiple participants per conversation.
If you create a new conversation, you are automatically added as the first participant and will continue to receive notifications as long as you are a participant.
To learn more about joining a conversation, adding, or changing participants, click here.
Both Assignees and Participants:
Can reply to conversation messages or start a new conversation
Add conversation notes
Manage who is the assignee and who are participants
Receive an email anytime a student responds that includes the student’s name, the conversation title, and the content of the student’s response
Bolt Agent Reply Notifications
When a Bolt Agent is handling a web chat conversation, the agent's replies are grouped into a single summary email rather than sending a separate email for every reply. The summary is sent 30 minutes after the agent's most recent reply and includes the conversation transcript for that session. If the conversation picks back up later, another summary follows 30 minutes after the next reply.
This grouping applies to email notifications for Bolt Agent replies in web chat conversations.
Emails triggered by a student's own response are unchanged and still send right away.
Realtime chat in Messenger is unchanged, as are SMS and WhatsApp conversations.
Human replies, notes, mentions, assignments, and attachments are unchanged.
Only the assignee and internal participants receive these notifications. A conversation that is unassigned with no internal participants does not generate one.