Conversations

Paid add-on: SMS features require Twilio enrollment and setup by Rival. Contact your CSM to request enablement for your organization.

The Conversations tab on the Employee Profile allows managers and admins to send and receive text messages (SMS) to and from employees directly within Workflow. Use Conversations for quick, direct communication — such as reminders about outstanding tasks or follow-ups on onboarding steps.

Where to find it

Navigate to an employee's profile and select the Conversations tab.

The Conversations tab is only visible to users whose team has the Conversations privilege assigned. If you do not see this tab, contact your administrator.

Prerequisites

All of the following must be in place for Conversations to function:

• SMS is enabled for your organization (Twilio enrollment complete)
• The employee has a valid Mobile Phone number on their profile
• The employee has opted in to receive text messages
• Your team has the Conversations team privilege assigned

Send a message

1. Open the employee's profile and go to the Conversations tab.
2. Type your message in the text input box.
3. Click Send.
4. The message is delivered as an SMS to the employee's mobile phone.

When the employee replies via SMS, their response appears in the Conversations tab in real time. The full conversation history is visible, including messages from other managers.

Conversation status

• Active: Messages can be sent and received normally.
• Deactivated: A manager has deactivated the conversation (stops future messages). Sending a new message reactivates it.
• Opted out: The employee has opted out of SMS. The tab displays the opt-out date/time and messaging is disabled.
• No mobile number: If the employee has not opted in or has no mobile number, the tab displays a notice and messaging is disabled.

Employee opt-in and opt-out

Employees control their SMS preferences via text message keywords:

Participant display

Avatars show initials of each participant. Hover over an avatar to see the full name. System-generated messages display "SP" (System Participant).

My Mobile Settings (employee self-service)

Employees can update their SMS preferences without needing access to the full profile edit page:

1. Click the Avatar (top of the screen).
2. Select My Mobile Settings.
3. Update any of the following: Mobile Phone number, Mobile Country Code, Time Zone, SMS Opt-in.
4. Click Save.

Note: My Mobile Settings only appears for employees who have more than one event launched, and only when logged in directly (not via LifeGuard).