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When Should I Use This?
Use these steps when you need to:
Respond to an applicant from the application screen using Manage Emails, Manage SMS, or Manage Calls
Prioritize applications that have new inbound communications using New Communication
Review communication history and activity using See Full History
Step-by-Step Instructions
1) Open the application you want to contact
Go to the Programs tab.
Use the Programs / Applications toggle to switch into Applications view.
Use Program Selection to choose the program.
In the application queue, select the ↗ next to the case to open the application.
2) Send and log communications from the application screen
On the application screen, select Manage Emails to view, send, and log email communications.
Select Manage SMS to view, send, and log text message (SMS) communications.
Select Manage Calls to view and log phone communications.
3) Review communication history
Select See Full History to review recorded activity, including notes, SMS, emails, inbound/outbound calls, and voicemails (with timestamps).
If needed, select See Transitions to review changes such as status updates and handoffs.
Common Mistakes to Avoid
Missing applicant messages by staying only in All Applications. Use New Communication to find applications with new inbound emails, SMS, or calls.
Forgetting to check See Full History before contacting an applicant (history includes prior emails, SMS, calls, and voicemails).
Filtering your queue and not clearing filters before starting a new filtering session (use the Trash icon to clear filters).
Best Practices for FORWARD Direct Users
Use New Communication to prioritize applications with new inbound applicant messages (email, SMS, or calls).
Use Last Contact Date filtering when you need to identify applications by the most recent communication through the communications center.
Use See Full History to keep communication consistent across your team (activity is date/time-stamped).
FAQ
How do I find applications where an applicant recently messaged us?
Use New Communication. It shows applications with new inbound communications such as emails, SMS, or calls.
Where do I send an email or SMS to an applicant?
Open the application and use Manage Emails or Manage SMS on the application screen.
How do I see past applicant communications?
Use See Full History to review notes, emails, SMS, inbound/outbound calls, and voicemails, with timestamps.
Can I filter applications based on recent communications?
Yes. Use Last Contact Date to filter by the most recent communication through the communications center.
Why don’t I see some items in the LEFT MENU?
The LEFT MENU displays items based on each user’s permissions.