Navigating Inboxes FAQs

This section of the user guide is focused on FAQs related to your inbox. To help you navigate the article we have broken it down into the following sections:

• Using the Inbox
  • What messages will show in my inbox?
  • What Inboxes will I have access to?
  • What is the difference between participating and subscribing to a campaign?
  • When do messages drop out of the "participating" tab?
  • How can I view what conversations I have participated in for a campaign/1:1 Two-Way Messaging?
  • How do I know my inbox messages are loading?
• Subscribing to a campaign
  • What campaigns can I subscribe myself to?
  • How do I add my inbox to my campaigns as well as others I want to participate in?
  • If I subscribe to a campaign, will every response be found in my Inbox?
  • What happens if multiple agents are subscribed to a campaign/1:1 Two-Way Messaging and respond to students at the same time?

Using the Inbox

What messages will show in my inbox?

Messages from a 1:1 Two-Way Message/unsolicited message or a campaign will appear in your inbox based on your office permissions. 

You will receive all messages:

• related to offices within your permissions
• for campaigns with inboxes assigned to you and/or offices within your permissions
• for reusable number unsolicited message settings assigned to you and/or offices within your permissions

There are two ways to assign a campaign to your inbox:

1. You may add campaigns to your inbox by selecting the campaign on the Manage Subscriptions modal through the Inbox tab. 
   
   
   
2. While creating a campaign, subscribe to the campaign at that time using the "Assign to Inbox" field.

What Inboxes will I have access to?

The inboxes you have access to are defined by your office permissions.  

For example, if you are assigned a Two-Way Messaging role for the Financial Aid Office, then you will only be able to access messages for that area.

Only Two-Way Messaging campaigns or 1:1 Two-Way Messages that have been assigned to either your personal inbox (when a campaign/1:1 Two-Way Message is created) or to the office you are associated with will show in your inbox.

What is the difference between participating and subscribing to a campaign?

"Subscribing" to a campaign means you will receive all incoming messages for a particular campaign. 

"Participating" are the conversations that you have actively responded to.

For more information on inboxes, review the Navigating Inboxes article. 

When do messages drop out of the "participating" tab?

Messages from a campaign will be removed from an agent's inbox (Needs Attention and Participating tabs) once it has been archived. 

Messages from a 1:1 Two-Way Message/unsolicited message will never be removed from an agent's inbox. 

How can I view what conversations I have participated in for a campaign/1:1 Two-Way Message?

To see the conversations you have participated in for a campaign or 1:1 Two-Way Message, click on the "Participating" tab of the Inbox page or the transcripts page will show the history of all of your conversations. 

How do I know my inbox messages are loading?

When a Two-Way Messaging agent selects Inboxes in the admin portal a skeleton animation will appear so that the agent is aware that the messages are still loading. When the messages are fully loaded the skeleton animation will disappear and be replaced by current messages. 

Subscribing to a campaign

What campaigns can I subscribe myself to?

As a Two-Way Messaging agent, you can subscribe to any campaign where you have office permissions assigned to you. 

For information on how to assign campaigns to your inbox, review the Navigating Inboxes article.

When creating a campaign to send out, users with the roles of Two-Way Messaging - Administrator and Two-Way Messaging - Standard can assign any Two-Way Messaging agent with permission to the office associated with the campaign to receive incoming messages.  

How do I add my inbox to my campaigns as well as others I want to participate in?

Upon creation of a campaign, you can add the newly created campaign to your inbox as shown below:

You can also subscribe to a campaign, through your inbox, by selecting the Manage Subscriptions button.

For more information on subscribing to a campaign, review the Navigating Inboxes article.

If I subscribe to a campaign, will every response be found in my Inbox?

Yes, when you subscribe to a campaign, the responses will be seen in your "Needs Attention" tab.  

If another agent responds to that message, that conversation will no longer be in your "Needs Attention" tab and will be removed from your inbox.  

If you, as an agent, respond to that message, that conversation will move from your "Needs Attention" tab to your "Participating" tab.  

What happens if multiple agents are subscribed to a campaign/1:1 Two-Way Message and respond to students at the same time?

When an agent is typing a response, all other agents will see a bubble typing notice indicating an agent has picked up this message and is typing.  This is to help deter other agents from trying to answer at the same time.  

If two or more agents try to reply at the same time, the first answer submitted will be sent first. Both messages will be sent to the contact.