Conversation Management in Modern Campus Message 

Conversation Assignment 

If a message is not automatically assigned to a user by automatic assignment rules, it will appear in the “Active Conversations” view in the Modern Campus Message inbox. An unassigned conversation can be claimed or assigned to another user to assist with designating responsibility for conversations. 

To manually assign a conversation: 

1. Navigate to the Messages tab and select the conversation you would like to assign.  
2. In the upper right corner, click the drop-down arrow next to Unassigned 
3. Select “Assign to Me” to assign the conversation to yourself or select another user to assign the conversation to. 
   • Note: Some programs may disable the ability for users to assign conversations to others. If you don’t see this option, talk to your supervisor or Program Admin. 

To unassign a conversation, click the drop-down arrow next to the Assignee and then click Unassign. 

 

Replying to incoming messages 

1. In the Messages tab, click on any conversation view in the left-hand pane 
2. The list of conversations will appear just to the right 
3. Click on the conversation you wish to reply to 
4. The conversation window will pop up on the right-hand side of the screen 
5. At the bottom of the screen, you will see an area to compose a message 
6. Compose your message in the box 
7. Optional: 
   1. Use merge fields using the tag icon 
   2. Use an emoji using the smiley face icon 
   3. Add an image using the image icon 
   4. Insert a template using the template icon (The template usage documentation can be found above) 
8. Select Now or Later for delivery 
   1. If you select Later to send a scheduled message, select a date and time for the message to be sent. Note that scheduled messages are sent using Eastern Time, regardless of the recipient’s time zone. 
9. Click the paper airplane icon on the right to send. 

Finding Conversations 

There are six primary Conversation Views in the Modern Campus Message Inbox. These views are filtered based on Conversation Status. 

Conversation Views 

1. Assigned to Me: All Open/Active Conversations assigned to you 
2. Active Conversations: All Open/Active Conversations you have access to 
3. Unread: All conversations with unread messages or that have been marked not read 
4. Starred: All conversations that have been marked Starred 
5. No Action Needed: All conversations that are Closed or that have been marked No Action Needed 
6. Sent: A complete list of all outgoing messages. 

 

Available Conversation Statuses 

1. Active 
2. Open 
3. Closed 
4. Starred 
5. No Action Needed 
6. Not Read 
7. Starred 

Changing the Status of a Message 

Single Message 

1.  In Modern Campus Message, click on the Messages tab. 
2. In the Conversation List, click on the conversation you would like to work on. 
3. When the Conversation History loads into the rightmost panel, look in the upper right-hand corner of that panel. You should see a green check mark to indicate that the contact is opted-in to your program and three other symbols: a star, two conversation bubbles, and an inbox icon. Below, there you will either see a button that says “Mark Closed” or “Closed.” 
4. You can click on any of these icons and buttons to change the conversation status as follows: 
   1. Clicking on the star will toggle the conversation between being starred and unstarred. 
   2. Clicking the conversation bubbles will toggle the conversation between active and no action needed. 
   3. Clicking on the inbox icon will toggle the conversation between read and unread. 
   4. Clicking on “Mark Closed” will change the conversation status to closed. 
      1. Note: Closing a conversation automatically unassigns the conversation from the assigned user. 
   5. Clicking on “Closed” will give you the option to select “Re-open,” which will mark the conversation as Open. 
      1. Note: Re-opening a conversation will automatically assign the conversation to the user who re-opens it. 

Multiple Messages 

1. In Modern Campus Message, click on the Messages tab. 
2. In the Conversation List, select the conversation or conversations you want to change the status of by checking the checkbox next to it. 
   1. You can also select all conversations in the conversation list by checking the checkbox at the top of the list. 
3. At the top of the Conversation list, click the dropdown arrow next to "Select Action." 
4. A list will appear with the following actions: 
   1. Mark as Active 
   2. Mark as No Action Needed 
   3. Mark as Read 
   4. Mark as Unread 
   5. Mark as Starred 
   6. Mark as Not Starred 
5. Click on the action you wish to perform on your selected conversation(s). Once the inbox screen reloads, the conversation status will be changed and the conversation views to the left will update to reflect the number of conversations in each category.