Manually Forward a Message in Conversations

Overview

You can escalate any student message to a staff member for targeted help. This can be done directly from the Contact’s conversation with your bot. See Email Forwarding & Escalations to learn more about configuring your Manual Forwarding suggestions.

Manual Forwarding

1. Navigate to the Conversations tool on the left sidebar.
2. Use the search field and/or filtering to find a contact's conversation. (See Conversations.)
3. Hover over the message you would like to escalate to a staff member, and open the ... menu to the right of the message, then select Escalate to Email...

4. Select one or more email recipients to send this message to. The Suggested emails are based on the Forwarding Suggestions and which Audiences this contact belongs to.
5. Type a brief message to the staff member explaining why this particular message needs attention from them.
6. If the "Suggested Reply in Escalations" feature is enabled (see Generative AI Settings), you can optionally generate a suggested response, which will appear in the email.
7. Click “Forward Message” at the bottom of the page to send the message.

The conversation thread will similarly indicate if a response is sent from the staff member. The email address, timestamp, and actual response body will be visible within the conversation.