Read every prospect–ambassador chat, step in when a staff answer is needed, and keep the list tidy.
Admin Chats opens the Conversation Dashboard, which shows every chat between a prospect and an ambassador on your platform. It's where you keep an eye on response times, catch the questions ambassadors can't answer, and — when it's needed — join in yourself. Open it from Admin Chats in the sidebar.
Before you start
- You need an admin account. All admins on your platform see the same conversations.
- If you plan to post into conversations, set your Role on your profile first (Profile → The basics → Role). It's what the prospect sees next to your name. See Your Admin Profile.
👀 Reading the list
The left column lists conversations, newest activity first. Each entry shows the two participants — ambassador first, then prospect — the last message, and when it was sent.
- A red dot marks a conversation with a message nobody has read yet.
- Active shows live conversations. Archived shows the ones that have been put away.
Click a conversation to read it in full on the right. Messages from the ambassador sit on one side, from the prospect on the other. Under the last message you'll see Sent, or Seen with the time it was read. Messages from an admin show the admin's picture, first name and role.
Reading a conversation here never marks it as read for the participants.
🔎 Filtering the list
Above the list:
- All conversations — switch this dropdown to Awaiting reply, Awaiting reply > 24 h or Awaiting reply > 48 h. A conversation is awaiting reply when the prospect wrote last. Each option shows how many conversations match.
- All ambassadors — pick one ambassador to see only their conversations.
- Search — find a conversation by name, email or message text.
- Reported / blocked — tick it to show only conversations where a participant has reported or blocked the other. Read these to decide whether anything needs following up with the ambassador.
Filters combine, and they work on both the Active and Archived tabs.
💬 Joining a conversation
Ambassadors are students, and that's their strength — but some questions need a staff answer. When a prospect asks about entry requirements, fees or deadlines, you can post directly into the conversation. The prospect and ambassador both see it, and your role shows beside your name so it's clear a member of staff has replied.
How to post into a conversation
- Open Admin Chats.
- Click the conversation.
- Type in Type a message… at the bottom and send.
Your message appears in the thread, labelled with your name and role — for example Siam, International Officer.
What the others see
- The prospect sees your message in their chat with the ambassador and can reply to it there.
- The ambassador sees it too. Nothing is hidden from them.
- Both are notified the same way as for any other message.
When to join, and when not to
Join when the prospect needs a factual answer the ambassador can't give, or when a conversation has gone quiet on the ambassador's side and the prospect is waiting.
Don't join to correct an ambassador's tone or accuracy in front of the prospect. Message the ambassador privately from Chats instead — see Your Personal Inbox and Notifications.
After you post, hand the conversation back. A short line such as "Over to you, Tomoko — happy to help again if needed" keeps it theirs.
🗂 Archiving
Archiving clears a finished conversation from the Active list without deleting it. It keeps your list — and your ambassadors' inboxes — readable once a platform has hundreds of conversations.
How to archive a conversation
- Open the conversation.
- Click ⋮ at the top right of the conversation and choose Archive chat.
It moves to the Archived tab. If either participant sends a new message, the conversation comes back to Active on its own.
Archives are shared with your ambassadors
Ambassadors can archive their own conversations too, and the two archives are kept in sync: a conversation you archive disappears from the ambassador's active inbox, and one they archive moves to your Archived tab. Whoever tidies first, tidies for both.
Archiving also affects Analytics. An archived conversation no longer counts toward an ambassador's average response time. A prospect who went quiet months ago and never replied would otherwise sit in the Active list, dragging that number down — archiving it gives you a truer picture of how fast the ambassador actually responds. See Understanding Analytics.
🎯 What to watch for
- Unanswered questions — a prospect's message with no reply after a day. Choose Awaiting reply > 24 h to list them. Each ambassador's average response time is under Analytics → Ambassadors.
- Questions an ambassador can't answer — admissions requirements, fees, deadlines. That's your cue to join.
- Tone — ambassadors are students, not staff. A quiet word in Chats usually fixes it.
- Stale conversations — anything with no activity for weeks. Archive them, or ask the ambassador to.
🔗 Related articles
💡 Still have questions?
We're always happy to help. Email us at support@tribeadmissions.com and we'll get you sorted. 🙂
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