Overview
This article lists commonly asked questions and their answers, providing quick and easy access to essential information about creating and managing conversations.
Conversation Management
The process of associating an existing user with a conversation is not automatic and requires you to search/confirm the user manually.
Conversations Inbox
Why are some emails not being forwarded to my connected inbox?
Why are some emails not being forwarded to my connected inbox?
The most common reason emails from your connected email address do not appear in Element451 is that Anonymous Conversations is disabled.
When an email is forwarded to Element451, the system checks the Anonymous Conversations setting. If this setting is disabled and the sender’s email address does not match an existing contact record, the email is blocked and will not appear in your inbox. This is likely why some emails seem to be missing.
To resolve this, enable Anonymous Conversations by navigating to Engagement > Conversations > Conversations Settings > Email.
Once enabled, emails from unknown senders (including new email addresses and phone numbers) will be allowed into your inbox.
Explore More: Troubleshooting Connected Inboxes + Email Forwarding
Notifications
Can I turn off the notification emails for new messages?
Can I turn off the notification emails for new messages?
Unfortunately, this cannot be turned off 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).
Rules
Why is my conversation automation rule not running?
Why is my conversation automation rule not running?
To troubleshoot why your rule didn't run, it is helpful first to remember the process by which rules are applied and run:
Conversation rules are triggered on two occasions:
Inbound messages with no conversation history
New messages in closed conversations
When troubleshooting rule execution, there are a few things to consider:
Close Conversations: Close conversations once they end so subsequent messages will be triggered for rule evaluation.
Review Rule Order: Conversations are compared against your list of rules in the order in which the rules are listed, starting from the top. 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.
Sending + Receiving
How many characters should my SMS (text) be?
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.
I sent an attachment via SMS to an international student, but the student didn't receive it. Why?
If you send a message with multimedia content (images or attachments), it will only be delivered to US numbers.
A student said they texted our Element451 phone number, but we have yet to receive it. Why?
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.
What do the emojis displayed by inbound messages mean?
Element451 Conversations uses artificial intelligence (AI) powered sentiment analysis to help you better understand how students feel during conversations. Explore more on sentiment analysis.
Messenger (Live Chat)
Check out this article for frequently asked questions pertaining to Messenger.