When you add an inbox to Element451, emails sent to your connected custom address will be forwarded to Element451. We will then check to see if you have anonymous conversations enabled. If not, we will search for a match to an existing person record (student) in Element451. If we find a match, a threaded conversation will be created. However, if no match is found, we will exclude/not retain that email. This is likely why you have noticed some emails missing. You can enable Anonymous Conversations in Conversations Settings > Email. Enabling this will allow emails from unknown numbers and email addresses.

No, not at this time. While the notification feature ensures you don't miss a conversation, we understand your inbox can get crowded. Consider leveraging your email provider's rules or filters to organize your notifications. For more information on configuring rules and filters, visit your email provider's help center (Outlook Rules | Gmail Filters).

To troubleshoot why your rule didn't run, it is helpful to first remember the process by which rules are applied and run. Conversation rules are triggered on two occasions: inbound messages with no conversation history and new messages in closed conversations. To keep your rules running like you intended, please be aware of closing conversations once they end. Additionally, conversations are compared against your list of rules in the order in which the rules are listed, starting from the top and going down the list. When it finds a rule that matches the incoming message, it applies that rule. After applying a rule, it stops checking the rest. Only the first matching rule is applied, and the rest are ignored for that particular message. Explore more on conversation rules.

SMS messages are limited to 1600 characters. However, best practice is to keep messages much shorter than that. We recommend 160 characters for the best technical and end-user experience.​

If you send a message with multimedia content (images or attachments), it will only be delivered to US numbers.

To prevent spam, only inbound messages from known senders will be directed to Conversations, creating a new or reopened thread. This is likely the case of why you did not receive the message. Confirm that the phone number that sent the text is associated with a record in the People module.

Element451 Conversations uses artificial intelligence (AI) powered sentiment analysis to help you better understand how students feel during conversations. Explore more on sentiment analysis.