MyConnect: Conversations

Audience

Faculty & Staff

Task

Send and manage conversations with students through Email, Messenger (Live Chat), and SMS/Text Messaging in MyConnect.

Prerequisites

  • Access to the MyConnect platform.
  • Familiarity with the Engagement section of MyConnect.

Instructions

Email

Joining an Existing Email Conversation

  1. Go to Engagement > Conversations > All Conversations.
  2. Find and select the conversation you want to join.
  3. Click Join Conversation at the bottom.

Starting a New Email Conversation

  1. Go to Engagement > Conversations > All Conversations.
  2. Click the New Conversation button (top right).
  3. Choose Email as the channel.
  4. Fill in the following fields:
    • Recipient: Search for the person you're emailing.
    • Recipient Email: Choose which email address to use (if they have more than one).
    • Message: Write your email. You can include videos, emojis, files, images, or use Copilot for help.
    • Subject: Write the subject. You can also use Copilot for suggestions.
    • From Email: Select the email account to send from (if multiple are available).
    • Participants: Add internal team members to the conversation.
    • Assignee: Assign the conversation to someone (only one assignee at a time).
  5. Once ready, click Send to start the conversation.

Messenger/Live Chat

Joining an Existing Live Chat Session

  1. Go to Engagement > Conversations > All Conversations.
  2. Find and select the Live Chat conversation (marked with a message bubble icon).
  3. Click Join Conversation at the bottom.

SMS/Text Messaging

Joining an Existing SMS Conversation

  1. Go to Engagement > Conversations > All Conversations.
  2. Find and select the SMS conversation (marked with a cell phone icon).
  3. Click Join Conversation at the bottom.

Starting a New SMS Conversation

  1. Go to Engagement > Conversations > All Conversations.
  2. Click the New Conversation button (top right).
  3. Select SMS as the channel.
  4. (Optional) Enable Private to restrict the conversation to you, the assignee, and participants.
  5. Fill in the following:
    • Conversation Name: This will be the SMS subject and title in the dashboard.
    • From Number: Choose the phone number to send from (if multiple are available).
    • Recipient: Search for the person’s validated mobile number.
    • Participants: Add internal team members (they’ll get email notifications for student replies).
    • Assignee: Assign the conversation to someone (only one assignee per conversation).
    • Message: Write your message. You can add videos, emojis, files, images, or use Copilot for help.
  6. Click Send to send the SMS and start the conversation.

Outcome

After following these steps, you will be able to successfully start or join conversations with students via Email, Messenger, or SMS in MyConnect. Conversations will be visible in your dashboard, and you can manage the communication by assigning participants and using various media options.

Further Reading

Element451 Help-Getting Started with Conversations

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