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Texting Protocol

Users with access to EAB Navigate texting feature are enabled and permitted within specific guidelines to utilize the text message feature in the platform. This should NOT become the normal means of communication with students, but rather used for information that is urgent and important or critical to share for university operations or student success. Individuals found abusing the texting feature will lose privileges. 

Users do not have assigned numbers so you must identify yourself or your office in the message. Please note the following technology parameters.

  • 10-digit number auto generated and can be different for everyone
    • Occurs when a staff person messages under 100 students
    • Student can reply to that message for up to 90 days (if there’s any response activity in the text chain, the 90-day clock resets)
    • Student replies go to your Conversations tab in Navigate, and a notification email is sent to your VT email account
    • Students cannot opt out of these messages
  • Bulk Messaging (e.g., 540-235-5090)
    • Occurs when one of the following conditions is met:
      • A staff person texts more than 100 students at a time
      • Student receives a text message reminder for an appointment (which they can opt out of when setting the appointment for that specific meeting)
      • The message is sent via a campaign nudge (appointment, emails, and enrollment)
    • Students cannot respond, and if they do, they’ll get a message saying it was not received
    • Students can opt out of these messages
  • If the student does not have a phone number on file, or it does not receive text messages, the message will be converted to an email
  • If you send a text message and get a reply, you are obliged to answer within one business day. Do not use texting if you feel that you will be unable to respond in a timely manner. 
  • There is a text limit of 300 characters. Characters are limited to the GSM-7 character set which means you should not use any special characters. You may NOT tell students you have a “no reply” policy.
  • Personal cell phones SHOULD NOT be used for text messages to students.  Text messages should come from EAB Navigate.

Situations for which EAB Navigate text messages may be used

  1. Meeting Reminders: The platform IS ALREADY SETUP to send automatic text message meeting reminders one hour prior to the scheduled appointment.  They are notification only - no reply. This is in addition to the email reminder sent 24 hours prior to the scheduled meeting. To avoid redundancy, please do not send an additional appointment reminder text.
  2. Students are late for their scheduled meeting.
  3. Individual Student Text Messages: Staff may text individual students from the platform for messages deemed more urgent than email.  Examples include: time sensitive enrollment inquiry, dean’s office urgent issue, unresponsive to email and/or phone outreach (e.g., VT EARS response needed)
  4. Essential Outreach to YOUR STUDENTS ONLY: Before sending a text message to a group of students, utilize the advanced search filters to identify the specific population who will receive this message or maintain a list from your records. Messages must include a staff/office identifier and be actionable, not informational. Examples include:
    • Students you expect to graduate this term and have not yet applied for graduation.  Make the message actionable by encouraging them to reach out if they have a question about the process or need to extend their time to degree.
    • Your office utilizes a registration hold that requires a meeting to have it removed (and you are not utilizing an appointment campaign to facilitate completion).

Situation in which EAB Navigate text message MAY NOT be used

  1. Advertising programs, involvement opportunities, or events 
  2. Within Appointment and Messaging Campaign: Users should only use the Email features for nudges within messaging campaigns
  3. Non-Essential Text Messages: Given our unique circumstances and challenges communicating to students, please do not communicate with students via text unless it is essential.
  4. Under no circumstances are staff permitted to send a text message or email to all undergraduate and/or graduate students without prior approval.

How to send a text message

Individual text messages can be sent via Message Student link on the student’s Navigate page. Messages to more than one student can be sent via the same Send Message prompt used to send group emails throughout the platform. With text messaging activated, the message box will allow users to choose between Send Email and Send Text.

When deciding to implement a SMS/Text, please consider the following

  • It must include identifying information about who is sending the message (person or office as part of the 300-character limit). Example is shown at the beginning of these directions.
  • Be succinct, yet descriptive
  • DO NOT include FERPA protected information such as grades, GPA, or probation status
  • Texting MAY NOT be used for advertising programs or involvement opportunities. If you are sending an email campaign to promote an activity, experience, or opportunity do not send a corresponding text message reminder (either independently or through the messaging campaign.)

Responding to text messages

If a student responds to a text message from the 10-digit number, staff will receive notification via email as well as within the Navigate platform. You can respond to the text from the Navigate conversation page or from your email.

After opening the conversation to read the message, click on the left arrow icon to reply to sender.  The response will default to Send Email but you can adjust it to Send Text if you want to continue discussion via text message.

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