Conversation Resolution

Overview

Conversation Resolution enables you to view and act on unresolved, responded, and resolved text conversations directly from the Conversation Intelligence Dashboard. This feature allows users to explore conversation outcomes to better understand context and take action on unresolved questions or issues. With this insight, you can:

  • Turn Conversations Into Outcomes: Ensure no question or concern falls through the cracks by reviewing and acting on past conversations.
  • Drive Success Across The Student Funnel: 
    • Enrollment can surface unresolved prospect/student conversations, staff can follow up quickly to keep students moving through the funnel.
    • Student Success can spot and resolve at-risk situations early, strengthening institutional reputation and student outcomes.
    • Advancement can identify unresolved donor or alumni conversations so staff can follow up and maintain trust.
  • Learn from and Optimize Communication: Gain insights from past exchanges to improve future messaging and staff efficiency.

Access

Admins and users will both have access to the conversations tab, however their views vary. 

  • Admins: can see all conversations across the teams they are admins of. Admins will be able to see conversations from both shared inboxes and personal inboxes, but they cannot see conversations for teams that they are not in.
  • Users: can see conversations from all shared inboxes that they have access to. Users will be able to see their personal inbox conversations as well, but they cannot see other users personal inboxes. 

How To Navigate

Within the Conversation Intelligence Dashboard, there is a data point and chart for Resolution Status. This will give you a quick snapshot overview of Conversation Resolutions.

To dive deeper into this data, click on the hyperlink View All Conversations, which will bring you to the Conversations tab, or click on the Conversations tab on the lefthand side in your navigation menu.

Hovering over each status (Resolved, Responded, and Unresolved) will give you quick reporting statistics:

  • Resolved: this number is comprised of conversations where a staff member has responded at least once, and the conversation was resolved.
  • Responded: this number is comprised of conversations where a staff member has responded at least once, but the conversation has not been resolved. 
  • Unresolved: this number is comprised of conversations where a staff member did not respond to the last incoming message within 3 days. This will also show you the number of conversations that Need Review.

Conversations Page

This page is where you can get a more detailed look into the conversations and how they were handled. From this page, you will be able to do the following:

  • Filter through various statuses, conversations, access levels, teams, and select a specific time frame. 
  • See the unresolved conversations that have been marked as Needs Review. You will see the name of the contact, a preview of the messages, and the time or date that the message came in.
  • Click into the individual conversations and see the message thread. 
    • Once you click into a conversation, you can quickly see if the message is taking place in a shared inbox or a personal inbox, and you can also view contact details.
    • For messages taking place in a personal inbox, you will need to follow up with the inbox owner to have them take further action.
    • For messages taking place in a shared inbox, you will have the option to mark the message as complete, or you can click Go To Inbox, which will bring you into that conversation so that you can reply and/or follow up.
  • See the conversations that have been marked as Completed. You will see the name of the contact, a preview of the messages, and the time or date that the message came in.

Here's a look into the Filters and how they work:

  • Statuses
    • All Statuses - shows all of the statuses below: resolved, unresolved, and responded.
    • Resolved - shows conversations that have been responded to and likely do not need a follow up.
    • Unresolved - shows conversations that have not been responded to in the last 3 days, or have a lingering question that was not addressed/answered. 
    • Responded - shows conversations that have been responded to at least once, but the conversation has likely not been resolved.
  • Conversations
    • All Conversations - shows all of the conversations (Mine and Others).
    • Mine - shows the conversations that are specifically assigned to you. This is helpful if you'd like to see your own conversations that need follow ups or resolutions. 
    • Others - shows the conversations that are assigned to others. This is helpful if you'd like to see the conversations that need follow ups or resolutions in a shared inbox.
  • Access Levels
    • All Access Levels - shows all of the conversations regardless of your ability to respond (full access) or view (view only).
    • Full Access - shows all of the conversations that you can respond to.
    • View Only - shows the conversations that you cannot respond to.
  • Teams
    • All Teams - shows conversations for all of the teams you have access to and are a part of.
    • Specific Team - shows only conversations for the specific team that you select.
  • Date Range
    • You can use this to refine your view. You can select between last 24 hours, last 7 days, last 30 days, last 3 months, last 12 months, or input a custom date range.

Needs Review

The Needs Review section will show you conversations that have not been resolved. 

Completed

The Completed section will show you conversations that have been marked as completed.

Resolving Conversations

As you navigate through the conversations that Needs Review, you can click into the individual conversations to see the recent message thread. 

For conversations marked Needs Review that took place in a Personal inbox, a message will display at the bottom of the thread that states "Please speak with the inbox owner to complete this conversation." As such, any conversations where this message is present, you will not be able to mark as complete. 

For conversations marked Needs Review that took place in a Shared inbox, a button will display at the bottom of the thread labeled "Go to Inbox." This will take you to the inbox where this conversation was taking place and allow you to respond. 

Note: for any messages that you can respond to, if you feel that the message has been resolved and does not need further follow up, you can click the check mark on the right to mark the conversation as complete. Once a conversation has been categorized it cannot be changed, however you can still take action to improve your communications.

Once you're in the conversation, you can click reply to send a response. Once you are finished, you can mark the message as complete and click "Back to Conversations" arrow to take you back to the Conversations tab.

Important Notes and Considerations

When filtering by all statuses, conversations, access levels, and teams, you will want to pay attention to the inbox details. 

  • Shared inbox: If the conversation took place within a shared inbox, you will see a prompt letting you know which team the conversation took place in. You will only be able to reply and/or resolve the conversation while you are actively in the team that this conversation took place. 
  • Personal inbox: if the conversation took place within a personal inbox, you will not be able to respond to it unless you are the owner of that personal inbox. If you are the owner of the personal inbox and have the ability to respond, you will need to switch to the team where this conversation occurred in order to reply and/or resolve the conversation.

Switch Teams link - allows you to easily switch to the team where the conversation took place.

For further help and assistance, please contact your Client Success Manager.

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