Overview
Ambassadors play a crucial role in helping prospective students get timely and authentic answers. To support them in managing conversations effectively, your platform provides two types of nudges:
Automatic nudges: System-generated reminders based on unresolved queries.
Manual nudges: Admin-triggered reminders for specific ambassadors or conversations.
Both features help reduce message backlogs, improve response times, and ensure students receive a great experience.
Automatic Nudges
When either a student or staff ambassador has an unanswered or unresolved conversations in their inbox, they will automatically receive:
An email showing how many students are waiting to hear back
A push notification prompting them to open their inbox and respond
How often automatic nudges are sent
Sent every 48 hours
Up to 4 nudges per backlog cycle
After the 4th nudge, reminders stop until new unresolved conversations appear
Example timeline:
Day 1 – Student sends a message
Day 3 – Nudge 1
Day 5 – Nudge 2
Day 7 – Nudge 3
Day 9 – Nudge 4 (final nudge)
When a conversation is eligible for auto-nudging
A conversation will be included in automatic nudges when:
It was started within the last 30 days
The ambassador has not replied in 48 hours or more
The conversation has not been marked as resolved by an Ambassador
The latest message from the student is not just a simple closing phrase such as “thanks” or “bye” (these are excluded)
The prospective student has not been blocked or delinked from the university
The ambassador is active (archived ambassadors will not receive notifications)
Manual Nudge Controls
Sometimes Admins may want to nudge a specific ambassador, even if automatic nudges are already running, e.g if a conversation is sensitive or urgent, or you’re monitoring ambassador performance.
Admins have two ways to manually nudge ambassadors.
Option A: Nudge from a specific conversation
Use this when you want to follow up on one particular student query.
Go to Conversations → Manage.
Open the relevant conversation.
Click Message ambassador.
Write a short reminder and click Send Message
This sends the ambassador a direct message about that chosen conversation, prompting them to respond.
Option B: Nudge from the ambassador profile
Use this option when you want to review an ambassador’s workload and nudge them about multiple unresolved chats.
Go to Buddies → Manage.
Click an ambassador to open their profile.
Review the Unresolved conversations and Total conversations counts.
Use the link from the profile to open the filtered list of conversations that need action.
From there, you can message or nudge the ambassador as needed.
This view gives Admins quick visibility of:
Engagement levels
How many conversations are still unresolved
Which chats need a follow-up
Option C: Broadcast a Bulk Message to Ambassadors
Go to Buddies → Manage → Broadcast Message
If you need to reach multiple ambassadors at once e.g. before an event, during peak recruitment periods, or when several ambassadors have outstanding conversations, you can send a bulk reminder message.
This is useful when:
Many ambassadors have unresolved conversations
You want to reinforce expectations around response times
You want to share a motivational or informational reminder to the entire team
You’re preparing ambassadors for a surge in enquiries
For more information on Broadcast messages, go to: