Message Center - Search for Message Threads and Manage Student Replies

Purpose:  Use this document as a reference for managing message center replies using Message Center in ctcLink.

Audience:  Student Services Staff

You must have at least one of these local college-managed security roles:

  • ZD HP Msg Center User
  • ZZ HP Msg Center Config
  • ZZ HP Msg Center User

If you need assistance with the above security roles, please contact your local college supervisor or IT Admin to request role access.

You must also set the following SACR Security permissions:

Searching for Messages

Navigation: HighPoint > Message Center > Thread Inquiry

  1. The thread inquiry page allows you to use variable criteria to view messages sent to a student and respond to replies from a student.
  2. Use the various search filters to find replies and view read/unread messages.
    1. Search Filters:
      1. Institution: Select from drop-down.
      2. Department: Select from the drop-down.
      3. All other fields are optional; users can search by read/unread status, student name, ID, etc.
    2. Thread Information:  All fields in this section are optional.
      1. Status:
        1. Open: The Open Status indicates that the student has responded, and the thread awaits a reply. Note: The Open Status colleges should designate a person in each department to manage responses to open messages.
        2. Closed: The Closed Status allows users to view previously sent messages not responded to by students.
      2. Created By: Input the ID of the person who sent the messages.
    3. Letter Code Information.
      1. Use this tool to search by specific letter code.
  3. Select Search to display a list of messages.

Managing Student Replies

Navigation: HighPoint > Message Center > Thread Inquiry

  1. For messages in Open thread status these are messages that need a reply. Note: When a student replies to a message in Closed Status, it will change the message status to Open. It is always advised to mark the Status as Closed when responding to a student's message, as this will allow users to search for messages in Open Status to filter which messages need to be reviewed. The page does not automatically change the Status to Closed when a staff reply is sent.
  2. To reply, click the View Thread icon in the search results.
  3. Scroll to the bottom of the page to read the student's reply.
  4. Change the Status at the top of the page to Closed.
  5. Input the response in the Reply box.
  6. Select the Submit Reply button.
  7. This will return you to the search results page.
  8. Select the Return button to return to the Inquiry list without replying.
  9. If you want to close the threaded discussion with the student on a specific topic:
  10. Change the message status to Closed.
  11. Uncheck the Allow Replies box.
  12. Select Save.
  13. Process complete.

Video Tutorial

The video below demonstrates the process actions described in the steps listed above. There is no audio included with this video. Select the play button to start the video.

View Tutorial Via Panopto

View the external link to Search for Message Threads and Manage Student Replies. This link will open in a new tab/window.


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