This article is for Pulse Directors and Stewards.
The Help Inbox lets you receive and monitor help requests sent by students or staff members when they check in. Help Inbox is available to members of the Wellbeing team and staff assigned as help responders.
Pulse sends an email notification when someone reaches out to you for help. A help request indicator also appears on your Pulse Dashboard. Select the notification to view the request.
Image 1. Help notification on the Pulse Dashboard.
The Help Inbox widget on the Pulse Dashboard also shows who has asked you for help. Select the widget to view the details of their requests.
Image 2. The Help Inbox widget on the Pulse Dashboard
For Student Pulse, help responders are set up (manual | Wonde) from one of these three options during onboarding.
- The Wellbeing Team (e.g. the staff assigned to oversee groups)
- The Wellbeing Team and teachers (e.g. staff assigned to oversee groups, class teachers)
- All staff at the school (i.e. all staff members at school)
For Staff Pulse, help responders are those allocated to have wellbeing oversight of groups.
Note
Your Pulse Coordinator can add or remove individual help responders after onboarding. They can only bulk-assign help responders during onboarding.
The Help Inbox
Help Inbox gives you access to tabs based on your role.
- My Inbox tab is available to help responders and members of the Wellbeing team.
- Team Inbox tab is restricted to Pulse Directors and Stewards.
My Inbox
Help requests from students (or colleagues) go to My Inbox. This tab lets you record that you have acknowledged, responded to, and resolved a help request, or that you’ve referred it for further support. All help requests are organised by their status (New, Acknowledged, Resolved/Referred).
My Inbox also shows the age of each request, helping you prioritise your response and ensure timely assistance.
Image 3. My Inbox organises help requests by action or resolution and age (days).
Team Inbox
Team Inbox lets you monitor the status of help requests from your assigned student groups. For example, if you’re a Steward for Year 11, you can only see the help requests from Year 11 students.
Team Inbox shows the name of the staff member the student (or colleague, for Staff Pulse users) has asked for help, and if they have actioned the request. If Staff Pulse is available at your school, it also tells you if the requestor is a student or a colleague.
Team Inbox doesn’t let you action help requests on behalf of others, but you can send them an email directly from Pulse if you think the request still needs their attention. If you’re a Pulse Director, you can archive help requests that have been resolved or referred. Archiving a request indicates your sign-off on its resolution or referral. Archived requests move to the Archived section.
Image 4. Team Inbox
Help request timeline
The Help Inbox keeps a timeline of help requests, starting from when they were received up to their current status (for example, Resolved/Referred). The timeline captures the date and time that a request was actioned or archived. Select a help request to view its timeline.
Image 5. Timeline of an archived help request.