Automated Messages

The iMentor Platform sends out many automatic email and text messages to mentors and mentees. Automated messages are designed to help the case manager alleviate some of the more operational day to day tasks, freeing them up for more pertinent and pressing matters.

Some automations can be edited depending on the region, while others can only be turned on or off. Additionally, some automations are time-based (eg: after 72 hours a Lesson reminder is sent out), some are event-based (eg: when a new application is submitted staff is notified), and others are triggered by the program manager (eg: sending a reminder text to complete a Lesson).

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National Messaging These are emails and text messages that regions and partners can either turn on or off, but cannot edit. If left on, the language must remain uniform for every region and partner. Lessons
Communication	Timing	Message Template
Lesson Reminder Platform automatically sends an email reminder to mentors who have not completed their lesson.	72 hours after the lesson begins	Subject: Lesson reminder - {{Lesson Title}} Hi {{Mentor first name}}, This is a friendly reminder to sign into the {{Partner/Region Name}} Platform and complete this week's lesson titled "{{Lesson name}}" before our next class. {{Mentee first}} will read and respond then! Thank you, {{Partner/Region name}} Team
Text Lesson Reminder Send a pre-populated text (editable)	When "Text Mentee/Mentor/Pair" is selected	Hi from NYC - it looks like you still have an open Lesson on the Platform to complete! You can complete the Lesson right here on your phone by tapping https://nyc.imentor.org/#/. If you have any questions, please reach out to your Program Manager at [email protected]
New Lesson Message When a mentee/mentor writes a message in Lessons, their match is notified.	When a new message has been posted to a lesson	Subject: You have new lesson content from {{Match Name}} Hi {{First Name}}, Please sign into the {{Partner/Region Name}} Platform at {{URL}} to see the latest lesson message from {{Match Name}} and respond before the next class. Thank you, {{Partner/Region name}} Team
New Conversations Message When a mentee/mentor sends a message via Conversations, their match is notified.	When a new Conversations message has been sent. Note: If multiple messages are sent within one hour, only one email will be sent	Subject: You have a new Conversations message from {{Match Name}} Hi {{First Name}}, Please sign into the {{Partner/Region Name}} Platform at {{URL}} to see the latest Conversations message from {{Match Name}}. You can also view and respond to the message by opening up the iMentor Conversations app on your iPhone or Android device. Thank you, {{Partner/Region name}} Team
Events and Surveys
Communication	Timing	Message Template
Event Invitation (Manual) Sent out either automatically when inviting users to the event, or manually with the "Actions" menu.	When pairs are invited to an event	Subject: You have been invited to an event from {{Staff Name}} Dear $UserFirstName;, $FromUserName; has sent you an event invitation! Click {{URL}} to view event details. Event Preview Title: $EVENT_NAME; Date: $EVENT_DATE; Time: $START_TIME; - $END_TIME; Address: $EVENT_LOCATION_100; Event Description $EVENT_DESCRIPTION; Event Directions $EVENT_DIRECTIONS; To view the full invitation click {{URL}} OR log in to your $MEMBER_NAME; event calendar at: $SiteURL;
Event Reminder (Manual) Send a reminder email to mentors/mentees to RSVP for an event using the "Contacts" button.	When a staff member selects "Email Mentee/Mentor/Pair""	Opens Outlook.
Text reminder to RSVP Platform automatically sends text reminder to mentors who have not RSVP’d yet.	1 week prior to event	Hi, {{Mentor first}}! Will you be attending the {{Partner/Region name}} event at {{Location}} {{Date and time}}? To RSVP, please reply to this text with #rsvpyes or #rsvpno. If you have any questions, please reach out to your Program Manager at {{Program Manager phone}}. Thank you!" If a user responds to this text or any Platform text message, with anything other than #rsvpyes or #rsvpno they will receive an automated response telling them to reach out to their Program Manager. Program administrator cell phone numbers are taken from the assigned admin's user profile.
Manual Text Message Send a pre-populated text (editable)	When staff selects "Text Mentee/Mentor/Pair"	Hi from NYC! This is a reminder about the event at [Location] on [Date/Time]. If you have any questions, please reach out to your <Program Manager> at <Program Manager phone>. Thank you!
Event Confirmation Email Platform automatically sends mentors email confirmations of their RSVP and their mentee’s RSVP, based on mentor and mentee RSVPs.	1 day prior to event	Mentor "Yes", Mentee "Yes" Subject: {{Partner/Region Name}}: You and your mentee are confirmed for the event tomorrow! Dear {{Mentor first}}, You and {{Mentee first}} are confirmed to attend the event tomorrow night from {{Event time}} at {{Location}}! If for any reason your availability changes, please do not respond to this email. Reach out directly to your Program Manager, {{Program Manager first}}, at {{Program Manager email}} or {{Program Manager phone}}. Thank you, {{Partner/Region name}} Team
		Mentor "Yes", Mentee "Maybe/ No Response" Subject: {{Partner/Region Name}}: Your mentee has not RSVPed for the event tomorrow! Dear {{Mentor first}}, Your mentee has not confirmed their attendance for the {{Event Date}} event. Please reach out to {{Program Manager First}} directly before attending. If {{Program Manager first}} is able to solicit an RSVP from your mentee, we will reach out to you directly. If you have questions, please reach out to your Program Manager, {{Program Manager first}}, at {{Program Manager phone}} or {{Program Manager email}}. Thank you, {{Partner/Region Name}} Team
		Mentor "Yes", Mentee "No" Subject: {{Partner/Region Name}}: Your mentee is not attending the event tomorrow! Dear {{Mentor first}}, {{Mentee first}} RSVPed "no" for tomorrow's event. Please look for an invitation for the next meeting opportunity soon. For any questions, please reach out directly to your Program Manager, {{Program Manager first}}, at {{Program Manager phone}} or {{Program Manager email}}. Thank you, {{Partner/Region Name}} Team
New RSVP Available When a mentee or mentor changes their RSVP for an event, their match is notified.	When an RSVP is updated	Subject: You have a new event RSVP from {{Match Name}} Hi {{First Name}} {{Match Name}} has RSVP'd Yes/No to the event named {{Event Name}} on {{Event Date}} at {{Event Time}}. If you have not yet RSVP'd, please sign into the {{Partner/Region Name}} Platform at {{URL}} to do so. Thank you, {{Partner/Region Name}} Team
New Survey Available Mentors are sent an email with a link to the Survey once they've been invited to it.	When invited to a survey	Subject: Please take this survey Hi from {{Partner/Region Name}}! Please take a moment to complete the {{Survey Name}}. The information we collect using this survey helps us measure the effectiveness of our program, and we greatly value your feedback as we learn how we can improve. The survey will only take 5-10 minutes of your time to complete. Click here to access your survey: {{Survey Link}}
Survey Text Send a pre-populated text (editable)	When staff select "Text Mentee/Mentor"	Hi from NYC! <Survey Link> Please take a moment to complete the [Survey Name]. The information we collect using this survey helps us measure the effectiveness of our program, and we greatly value your feedback as we learn how we can improve.

Miscellaneous

Communication	Timing	Message Template
Password Reset Email	When a user clicks the "reset password" button on the "forgot password" page.	Subject: Password reset request You have requested to have your {{Partner/Region Name}} password reset. Go to {URL - reset link}} to reset your password. If you did not request to have your password reset, please ignore this email.
Mentee Absent If a mentee is marked as absent for a class, the mentee and mentor will be sent a notification letting them know.	When a mentee is marked absent on the Attendance tool.	Mentor: Subject: {{Mentee Name}} wasn't in class Unfortunately, {{Mentee Name}} was absent for the {{Lesson Title}} class. Although your mentee was absent, you can still help them out by writing an encouraging message this week. Please sign into the {{Partner/Region Name}} Platform at {{URL}} and complete your lesson so your mentee can respond the next time they sign in. Thank you, {{Partner/Region Name}} Team Mentee: Subject: Absent From iMentor Class on [DATE: MM/DD/YYYY format] Body: It looks like you didn't attend class today. Please remember to log on to the iMentor Platform at [URL for that user’s member site] to complete the current Lesson and write a Conversations message to your mentor - they're waiting to hear from you! If you have any questions, reach out to your program manager at [Assigned MA/EMA for the mentee’s PS email address].
Safety Alerts Emails alerting staff members of any unsafe language exchanged between pairs.	Daily for non-serious keywords (eg: cursing) and hourly for serious keywords (eg: self-harm).	Subject: Latest [daily/hourly] alerts for [Conversations/Lessons]. Hi, {{Staff Name}}, Below are the mentors and mentees in your cohort with safety alerts. Please review them carefully and contact your manager, as necessary. {{User first and last name}} at {{User email}} in {{Partner site}} {{Link to user profile}} {{Link to comment}} {{Excerpt of comment}}
Pair Rater Joey sends admin weekly emails in partner sites they're assigned to about any changes in pair ratings.	At the beginning of each week	Subject: Latest ratings issues Hi, {{Program Manager}}! Below are the mentors and mentees in your cohort with ratings issues this month. Thanks as always. Mentors with ratings at 4 or below: {{Mentor name}} {{Mentor Rating and date}} {{Mentor email}} {{Mentor partner site}} Mentees with ratings at 4 or below: {{Mentee name}} {{Mentee Rating and date}} {{Mentee email}} {{Mentee partner site}} Mentors with ratings drops of 3 or more: {{Mentor name}} {{Mentor Rating and date}} {{Mentor email}} {{Mentor partner site}} Mentees with ratings drops of 3 or more: All good, boss! (Note: This is the text provided when no users fit the category.) Pairs with ratings differences of 4 or more: {{Mentor name}} and {{Mentee name}} {{Mentor Rating and date}} compared with {{Mentee Rating and date}} {{Mentor email}} and {{Mentee email}} {{Partner site}}

Regional Messaging

The following emails vary slightly by region - the examples given are for iMentor NYC. The language in these messages can be edited for each region upon request.

Communication

Timing

Message Template

Mentee Match Message (Manual)

Send out an email telling the Mentee they've been matched

When a new match is made.

Subject: You Have Been Matched With a Mentor!

Dear $MenteeFirstName;,

Welcome to $MEMBER_NAME;!

Congratulations, you have been matched with a mentor! You were matched with your mentor based on the information you provided about yourself on the $MEMBER_NAME; application.

This email contains important information about your mentor. Please read all sections of this email carefully and save it for easy reference.

About Your Mentor

Your mentor is $MentorFirstName; $MentorLastName;.

Your mentor has experience in the following:
$MatchQuestion1_2;.

Fun Facts about your Mentor

$MentorFirstName; has also worked in the following fields:
$MatchQuestion1_3;

In college, $MentorFirstName; studied:
$MatchQuestion2_1;

$MentorFirstName; was/is also interested in studying:
$MatchQuestion2_2;

$MentorFirstName;'s favorite things to do are:
$MatchQuestion3_4;

We will be in touch with you shortly to provide more details about how to begin communicating with your mentor.

Next Steps

1) Accessing your $MEMBER_NAME; email account

Now that you have been matched with a mentor, it is time to familiarize yourself with your $MEMBER_NAME; email account. You must use this account to exchange emails with your mentor. You can log in at: $SiteURL;.

Log in with the username and password you chose when you submitted your application.

2) Adding $MEMBER_NAME; email addresses to your personal account

Please immediately add the following email address to the address book of your personal email account. This will prevent important $MEMBER_NAME; messages from going to your Junk Email folder.

To your $MenteeEmail; account, please add:

* [email protected] (This account notifies you when you have a message from $MEMBER_NAME;)

Congratulations again for beginning what we hope will be a long-lasting and rewarding mentor-mentee relationship!

Sincere regards,

The $MEMBER_NAME; Team

Mentor Match Message (Manual)

Send out an email telling the Mentor they've been matched

When a new match is made.

Subject: You Have Been Matched With a Mentee!

Dear $MentorFirstName;,

Welcome to $MEMBER_NAME;!

Congratulations, you have been matched with a mentee!

This email contains important information about your mentee and the next steps in the process of starting your relationship. Please read all sections of this email carefully and save it for easy reference.

About Your Mentee

You have been matched with $MenteeFirstName; $MenteeLastName;. $MenteeFirstName; is $MenteeAge; years old.

Fun Facts about your Mentee:

$MenteeFirstName;'s dream career:
$MatchQuestion1_1;

In college, $MenteeFirstName; wants to major or minor in:
$MatchQuestion2_1;

$MenteeFirstName; is also interested in:
$MatchQuestion2_2;

$MenteeFirstName;'s favorite things to do are:
$MatchQuestion3_4;

We will be in touch with you shortly to provide more details about your mentee and how to begin communicating with your mentee.

Next Steps

1) Accessing your $MEMBER_NAME; email account

Now that you are matched, you should begin to familiarize yourself with your $MEMBER_NAME; email account. You must use this account to exchange emails with your mentee. Begin by logging in at: $SiteURL;.

Log in with the username and password you chose when you submitted your application.

2) Adding $MEMBER_NAME; email addresses to your personal account

Please immediately add the following email address to the address book of your personal email account. This will prevent important $MEMBER_NAME; messages from going to your Junk Email folder.

To your $MentorEmail; account, please add:

* [email protected] (This account notifies you when you have a message from $MEMBER_NAME;)

Congratulations again for beginning what we hope will be a long-lasting and rewarding mentor-mentee relationship!

Sincere regards,

The $MEMBER_NAME; Team

New Mentor Application Submitted

Platform automatically sends an email to Mentors who complete a new application.

When a new application is submitted.

Subject: {{Partner/Region Name}} has received your completed application! Please register for orientation!

Thank you! Your application to become a mentor with iMentor NYC has been submitted!

The next step in becoming a mentor with us is to attend a Mentor Orientation session.

Mentor Orientation is a requirement for all applicants. Your application will only be considered once you have completed an Orientation session. Please RSVP here for an upcoming session.

*PLEASE DO NOT REPLY TO THIS EMAIL.* You will be contacted if we need additional information. If you have any questions, please contact {{Volunteer Engagement Coordinator}}.

Thank you again for your interest in our program. Every student deserves a champion, and you can help us achieve that by becoming part of our mentor community. We look forward to meeting you at Orientation!

$SiteURL;

New Application Submitted (Staff)

Platform sends a message to staff when a new application has been started.

When a new application is started

Subject: {{Partner/Region Name}}, application submitted

Hello,

A new application has been submitted to {{Member_Site}}!

Please log-in at {{Site_ URL}}; to review the new application.

Thank you.

New Mentee Application Submitted Email

An email sent out to mentees who complete an application.

When a mentee submits an application

Subject: {{Partner/Region Name}}, has received your completed application!

Dear $UserFirstName;,

We have received your application. Thank you for taking the time to enroll in $MEMBER_NAME;.

We will be contacting you shortly regarding next steps.

Sincere regards,

The $MEMBER_NAME; Team

$SiteURL;

New Event Invitation Notification Email

When a user is invited to an event

Subject: You have been invited to an event from $UserName

*Do not respond to this automated message. Please reach out to your Program Manager if you have a question or concern.*

Dear $UserFirstName;,

$FromUserName; has sent you an event invitation! Click to view event details.

Event Preview

Title: $EVENT_NAME;
Date: $EVENT_DATE;
Time: $START_TIME; - $END_TIME;
Address: $EVENT_LOCATION_100;

Event Description

$EVENT_DESCRIPTION;

Event Directions

$EVENT_DIRECTIONS;

To view the full invitation click OR log in to your $MEMBER_NAME; event calendar at: $SiteURL;

Administrator Event RSVP

When a staff member RSVP's on behalf of a mentor/mentee

Subject: {{Event Name}}; RSVP Notification

*Do not respond to this automated message. Please reach out to your Program Manager if you have a question or concern.*

Hi $USERFIRSTNAME;,

I have RSVP'd you "$EVENT_RSVP;" for $EVENT_NAME; on $EVENT_DATE; from $START_TIME;.

If you would like to change your RSVP or have any questions, please notify your Program Coordinator.

The $EVENT_NAME; is located at $EVENT_LOCATION_100;.

Directions:

$EVENT_DIRECTIONS;

Thanks again for your support and we look forward to having you join us then!

Best, $FromUserName;

To view this event click {{URL}} OR log in to your $MEMBER_NAME; event calendar at: $SiteURL;

Incomplete Application (NYC, Chicago, and Bay Area Only)

When a mentor starts an application but does not finish

Subject: We’re excited that you stopped by!

Do you remember what it was like to visit college campuses, fill out financial aid forms, take the SAT, write your essay and finally decide which college to attend? It's a complicated process.

Good news: Becoming a mentor is WAY less complicated. And like college, it's totally worth it – NYC students from under-resourced public high schools need mentors and will thrive with your support. So go ahead, complete your application!

After that, the next step is to attend a Mentor Orientation and learn what it’s like to become a mentor amongst like-minded NYC professionals. Register for a Mentor Orientation session in either the Financial District or Midtown.

Not 100% sure you want to be a mentor yet? That's ok! Feel free to reach out to our NYC Recruitment Coordinator, Jamie Novak, at [email protected] with any questions or concerns. We're happy to help.

Thank you for your interest in being a champion for one of our students!

We look forward to seeing you at orientation soon,

The iMentor NYC Team

We are here to support your program.

National Messaging

Lessons

Events and Surveys

Miscellaneous

Regional Messaging

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We are here to support your program.

Automated Messages

National Messaging

Lessons

Events and Surveys

Miscellaneous

Regional Messaging

Article Details

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www.imentor.org