Overview
Messenger is a powerful tool for instant communication with students, parents, and prospects. It can be seamlessly integrated into internal Element451 pages and external websites via a simple embed code or shared directly using a link—perfect for emails, social media, and more.
Personalize interactions with icebreakers, conversation starters, and saved replies, and enhance engagement further with Bolt Assistants, our AI-powered chatbot for timely, automated responses.
This article covers how to access, integrate, and customize Messenger, along with key features like automation rules, saved replies, and BoltAI Writing Tools to help you maximize its potential.
Accessing Messenger
Internal (Element451) Pages
Pages, Microsites, Application Sites, and the Appointment Booking Site each have a setting to enable the Element451 Messenger. We explain how to enable each one below in the Adding Messenger to Internal Pages section.
External Website Pages
Embed a code directly on your institution's website or use our WordPress plugin. Learn more about adding the Messenger widget to your external website in our Adding Messenger to External Pages section below.
Direct Link
With a custom URL, anyone can directly access your messenger via a dedicated page. This offers you the flexibility to integrate Messenger links seamlessly into emails, campaigns, social media, and more. You can access your URL in Conversation Settings under Messenger. Explore more in Messenger Settings below.
Key Messenger Features
Internal Users
Consider using the following features to complement Messenger from the administrative side of Element451 to enhance the conversation experience for both you and your participants:
Features
Features
Automation Rules
You can tag, assign, automatically reply, close conversations, and more by using Conversation Rules. Explore More →
Saved Replies
The saved replies feature allows you to configure and save common Messenger responses ahead of time. This lets your team quickly access and send pre-written replies to frequently asked questions during a chat conversation. Saved replies also support basic tokens, such as the participant’s name and the sender’s name, for a more personalized experience. Explore more →
Conversation Starters
Allow you to pre-configure prompts that guide how a student or visitor may want to interact with you. For example, if a student visits your program page, you could display a conversation starter like “What Can I Study?” When clicked, it will send the message, “Hello, I’d like to learn more about your majors.” You can read more about conversation starters below under Messenger Settings.
Ice Breakers
An Icebreaker is the text displayed within the widget bubble before the messenger is opened (think of it as a prompt to get the student to open the messenger). You can get creative with these using page conditions to be more intentional. For example, on your application page, you could use an Icebreaker that says, “Need help with your application?” You can read more about ice breakers below under Messenger Settings.
BoltAI Writing Tools
BoltAI Writing Tools are integrated throughout Element451 to assist you in creating automated and customized responses or editing and improving your text. These tools generate replies based on message context or user prompts, and they simplify drafting by improving writing quality, fixing spelling and grammar, shortening text, expanding details, changing tone, and translating content. BoltAI also summarizes conversations into shareable notes, saving you time by automating repetitive communication tasks. Explore More →
Voice Messages
Messenger supports voice-recorded messages, allowing communication with students and other contacts using voice recordings. Explore More →
Advanced Voice Mode for AI Assistants
Students can speak naturally with an AI Assistant live directly within the Messenger widget by clicking the phone icon. Explore More →
External Participants (Contacts/Students)
External participants benefit from features configured by internal users, such as Automation Rules, Conversation Starters, and Ice Breakers. However, they also have access to features within the Messenger widget designed specifically to enhance their experience.
Features
Features
Message History Retention
Previous conversations are retained when Element451 recognizes the user, allowing for seamless continuity and context.
Full-Screen Viewing
Participants can expand Messenger to full-screen width for better accessibility and an improved viewing experience.
Rich Media Support
In addition to sending text, external participants can enhance their messages using:
Emojis: Add personality and tone with emojis.
Images: Attach and send image files.
Files: Share documents and other information by attaching files.
Voice Messages
Messenger supports voice-recorded messages. Explore More →
Voice Calls with AI Assistants (Beta)
If an AI Assistant is managing the conversation, participants can opt to call the assistant by clicking the phone icon in the messenger interface. This enables live, natural voice interactions, simulating a human conversation experience. Explore More →
Identifying Unknown Messenger Participants
When an external participant starts a Messenger chat, and Element451 has not identified them, the Messenger widget prompts them to enter their email address. This step helps you associate the visitor with an existing record. However, providing an email is optional. You may need to ask them for identifying information directly.
From the conversation, you can easily associate the participant with an existing user or create a new profile.
Important Notes:
The email prompt message, “Don’t have time to wait for a response? Leave your email, and we’ll be in touch as soon as possible,” cannot be edited.
The email prompt cannot be disabled.
If an email address is entered, associating with an existing contact is not automatic. You must confirm the action in the “Profile” tab of the conversation.
Responding When Participants Are Offline
If you reply to a chat after a participant has left the page and is no longer online, your response can still reach them—under specific conditions:
Identified Participants: If Element451 recognizes the participant (e.g., they are logged in or have interacted before), they will automatically receive your reply via email.
Anonymous Participants: If the participant provides their email when prompted, and you have associated the user with a contact record, they will receive your reply via email.
If the participant is unknown and hasn’t provided an email and been associated, they will not receive your reply.
Recommendation: Set up Conversation Rules to manage after-hours communication. For example, you can disable Messenger or configure automated responses to inform participants of your team’s availability and set clear expectations for follow-up.
Difference Between Messenger + Bolt Assistants
Messenger and Bolt Assistants work together within the Conversations Module to provide flexible, real-time communication and support.
Messenger is a real-time communication channel that provides a conversational interface for students to get answers or assistance quickly. It can be embedded on your Element451 pages, website, or StudentHub or accessed via a direct link—such as one shared in an email signature. Messenger supports rich interactions with features like voice recordings, file attachments, and emojis, making conversations seamless and engaging.
Bolt Assistants are AI-powered agents that overlay the Messenger channel (and other conversation channels, like SMS or email). When enabled, they act as the first line of defense, providing around-the-clock student support through automated, real-time conversations.
Leveraging your knowledge base, Bolt Assistants answer questions, guide students through tasks—like completing an application or registering for an event—and deliver accurate, timely responses. This allows your team to focus on more complex issues while ensuring students always have access to support. If human intervention is needed, Bolt Assistants seamlessly hand off conversations to your team for personalized follow-up.
You can use Messenger with:
Humans only for personalized, real-time support.
Bolt Assistants to automate responses and free up staff for more complex issues.
Both: Start with AI and seamlessly hand the conversation off to a human when needed.
For more details on how to use Bolt Assistants and manage handoffs, explore this article.
Messenger Activation + Settings
To activate and configure Messenger settings:
Navigate to Engagement > Conversations > Settings.
Click Messenger in the left menu.
Configure the settings based on your preferences (settings defined below).
Add the Messenger widget to your website and Element451 pages/sites (details outlined below).
Messenger Settings Defined
Messenger Settings Defined
Enabled: Sets the Messenger widget to active or inactive.
Limit The Time Messenger Is Active: Enabling this will allow you to schedule when the Messenger widget is active.
Active Days: If scheduling, select the days you want Messenger to be active.
Hours: If scheduling, select the hours you want Messenger to be active.
Conditions: Apply Page URL, Path URL, or UTM Parameter filters when using the embed code on external (non-Element451) pages.
Ice Breakers: An Icebreaker is the text displayed within the widget bubble before the messenger is opened (think of it as a prompt to get the student to open the messenger). You can get creative with these using page conditions to be more intentional. For example, on your application page, you could use an Icebreaker that says, “Need help with your application?”
Screen Position: Configure your widget to display in the bottom left or right corner.
Avatar: Upload an image to use as your Messenger avatar- you can use a logo or even a photo of your mascot.
Background Image: Add more branding to your Messenger widget by adding a background image that displays in the messenger header.
Greeting: The greeting is the heading text in the messenger header
Team Intro: The team intro is the subheading text in the messenger header
Reply Time: This lets the visitor know when they can expect a reply from your Messenger. It displays in the messenger as "We typically reply _____."
Messenger Preview: The message preview allows you to see changes as you make them. As you configure the settings above, you will see a preview of your messenger in real time.
Conversation Starters: Allow you to pre-configure prompts that guide how a student or visitor may want to interact with you. For example, if a student is visiting your program page, you could display a conversation starter like “What Can I Study?” When clicked, it will send the message, “Hello, I’d like to learn more about your majors.”
If you use Bolt Assistants for Students, combine Conversations Starters with the Inquiry Flow Skill.
Embed Code: The embed code allows you to add the Messenger widget to non-Element451 pages, like your institution's website.
We recommend adding the embed code on all website headers for tracking purposes and then controlling which pages the chat widget appears on by using conditions.
Direct Link: The custom URL to your Messenger messenger dedicated page. With this link, anyone can directly access your messenger.
Click Go to Messenger Directly Link to open your messenger page.
Click the copy icon to copy the URL to share.
Adding Messenger to Internal (Element451) Pages
Enabling the Messenger Messenger to display on your internal Element451 pages and sites is a straightforward process that doesn't require any coding. To show the messenger, you can activate the 'Activate Messenger' setting for each module. We have provided instructions below on how to access the settings in each module:
Pages
Pages
Navigate to Engagement > Pages
Locate the page where you want to place the messenger, and then click on that page name.
Click on the Setup tab
Toggle Activate Element Messenger to Yes
Microsites
Microsites
Navigate to Engagement > Microsites > All Microsites.
Locate the Microsite where you want to place the messenger, and then click on that site name.
Under Settings in the left-hand menu, click General.
The General Settings page will open, and you will see the section called Element451 Messenger.
Toggle Activate Element Messenger to Yes.
Appointments Booking Page
Appointments Booking Page
Navigate to Engagement > Appointments.
Click the three dots in the top right corner of the header.
Click Page Settings.
Scroll down to the Element Messenger section.
Enable the Active toggle.
Application Sites
Application Sites
Navigate to Applications > Applications > Sites.
Locate the Application Site where you want to place the messenger, and then click on that site name.
From the General Tab, click Setup in the left-hand menu.
Toggle Activate Element Messenger to Yes.
Events Site
Events Site
Navigate to Engagement > Events > Event Settings.
In the left-hand menu, click Messenger.
Toggle Activate Element Messenger to Yes.
Adding Messenger to External Web Pages
To add Messenger to an external webpage:
Navigate to Engagement > Conversations > Settings > Messenger.
Copy the Embed Code.
Add the embed code to your webpage header or in the header across your entire site. In addition to allowing access to Messenger, this code also installs the Element451 Tracking Pixel and allows you to call Bolt Discovery functions.
In Messenger settings, you can set conditions for it to appear based on Page URL, Path URL, or UTM Parameters.
Using the WordPress Integration Plugin
If your website is built on WordPress, you can simplify the process of adding Messenger by using the Element451 Integration Plugin for WordPress.
Once the plugin is installed and activated, Messenger will automatically be enabled on all pages of your WordPress site.
To control Messenger’s visibility, use Messenger conditions (as described above in step 4).
For more information on setting up the plugin, visit our help article.