When someone receives an SMS from their school sent through Arbor, the text message appears as being sent from a randomly generated number (not the school's number). This number is specific to the recipient and does not change. SMS threads cannot be initiated, only responded to.
You may wish to send an initial text outlining something like 'This is your Arbor SMS contact number. Please reply to this text to get in contact with us. Please do not share this number.'
If a parent, staff member or student replies to an SMS, Arbor identifies the phone number and automatically redirects the SMS to the correct school. There is no time limit for when someone can reply to an SMS sent.
You can see replies in the Comms Center by going to School > Communications > All School Communications > Inbound SMS.You can also choose to notify a member of staff when there is a reply to an SMS message.
In cases when Arbor can’t match the phone number and the school, the sender receives a notification that the SMS cannot be delivered.
Sending on behalf of a staff member
If the email was sent on behalf of a staff member, the reply will be sent to the staff member's default email address.
Sending on behalf of the school
If the email was sent on behalf of the school, the reply will be sent to the inbox of the school's default email address.
You can see and edit this email address by going to School > School details.
Click +Add to add a new email, or click the Work Email field in Contact details to update the email or to select it as the default email address used.
All emails sent as the school will be sent to the inbox of the default school email.
Rerouting the school's emails into Arbor
You can have any replies to emails sent from the default school email appear in your school's Communication logs.
To set this up, go to School > School details.
In the Imported Email Accounts section, click +Add.
Fill in the details in the slide over, including the school's default email address in the email address field, whether to share emails by default and who should have access to the inbox.
When you have filled in all the required fields, click Create Email Account.
All replies to emails sent from the school, and any emails sent to this email address, will then appear in the communication logs in School > Communications > All School Communications > Imported Email.