Manually Forward a Message in Conversations – Mainstay

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

Navigate to the Conversations tool on the left sidebar.
Use the search field and/or filtering to find a contact's conversation. (See Conversations.)
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...

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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.
Type a brief message to the staff member explaining why this particular message needs attention from them.
Click “Forward Message” at the bottom of the page to send the message.

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You're done! You will receive a pop-up confirmation stating that the message was sent.

History

A note will appear under the message you've escalated in the conversation. This note indicates to everyone looking at the conversation that the message has been escalated to a staff member.

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.