May 2022 BlackBeltHelp’s Monthly Product Updates

Welcome back to BlackBeltHelp’s monthly product updates!

In our quest to provide you with the best-in-industry student engagement products and services, we are continuously innovating and upgrading our technology. February has been another busy and exciting month of new client implementations, along with our product enhancements. 

Here is a rundown of the updates and features you can now leverage. All of this is carefully curated to streamline the processes further and help you get the most out of our products efficiently.

Have a look! 

1. Schedule SMS Nudging

• Schedule an SMS campaign for a future date (minimum: 1 hour to 7 days)
• Manage scheduled interaction
  • Delete a user from the list
  • Delete scheduled campaign

Schedule SMS Campaign

Campaign Management

2. Colleague Integration – Simplify

• Colleague Integration
  • Student Info
    • Facilitates User identification and verification
  • Holds
    • Shows holds/restrictions on user accounts along with additional information to get support information
  • FA Info
    • Get user application, FAFSA status, and award related information
  • Student Accounts
    • Get user-specific account summary and details, Different Loan Summaries, 1098 details, and pending Due.

• Salesforce Integration
  • For ticketing

3. Chat Client Enhancements

• Enhancements in Email to ticket functionality
  • Email can be sent to multiple departments, depending on the value selected by the user in the transfer form.
    • This configuration will be helpful when we set up a single bot for multiple departments/institutions.
  • Using form values in the email to ticket
    • To facilitate ticketing automation rules, we have done enhancements in the chat client which will allow us to configure the form values in the email to ticket subject line.
    • This will help me to define ticketing system workflows to automate the user identification and ticket routing process.
  • Add a hidden field in the transfer and ticket closure forms
    • This is an optional field and can be added to pass a static value like closed or escalated. This can be used in the subject line to differentiate between closed and escalated tickets.
    • The client can also use it to run a custom workflow when a ticket is created via “Email to ticket” functionality. This will also allow them to review escalated tickets only.

• Accessibility related changes
  • Added highlighters to minimize & the close buttons within the chat client.
  • Added a color property to change the hyperlink color