Engage FAQ

Can I use Engage if I don’t use TargetX Events?

Yes, you can still use Engage even if you don’t have Events installed, although you will see some differences in the interface:

  • If Events is installed, users will see a split-screen calendar/queue.
  • If Events is installed, users can run appointments from the Calendar in Engage (when clicking on an appointment, an Engage meeting window will display to allow users to track time and take notes).
Can I prohibit students from checking in to the same queue multiple times?
 You can allow students to check in multiple times by selecting the Allow Multiple Check-Ins setting in Engage Room Settings. To prohibit students from checking in multiple times, uncheck the setting.
 Can I publish Engage room URLs to a webpage?

Users can either sign in with a Salesforce Login, in which case you cannot publish these URLs on a webpage.

Or

You can configure an Engage Site for remote appointment scheduling and share the Remote Login URL.

What happens in Engage when a Student signs up by there are no available time slots to choose?
 Students don't select a time slot in Engage. They sign up and are added to a Queue, and when an Advisor is available, they are notified and 'picked up' to meet. If an Advisor/User is unavailable, they do not display as available and can not be selected by Students.
 Is it possible to have only one room in Engage with the option to select a different Office as the Appointment Reason?
 Yes, this approach requires all students to go to one place to sign in and be added to the queue, simplifying the sign-in, advising, and reporting of meetings.
 Do I have to display each Engage Room on a separate kiosk/monitor?
 Yes, each Engage Room should have a separate kiosk/monitor for students to sign up. You could potentially have separate browser windows open on the same monitor, although this may negatively impact Students' experiences.
 Why doesn't anything display in the Engage Meetings tab or under the Engage Notes tab?
 All activities for Engage should be done using the Engage UI, not on individual objects.

Additionally, Engage Notes and Engage Meetings are deprecated objects; the tool uses the TargetX Notes (TargetX_Base__Note__c) object to record notes and the Salesforce Activity object to record the Engage meeting.
 Are Engage Room Types related to Appointment Reasons?
 Meeting Reasons are unrelated to Room Type, although Meeting Reasons appear on the initial room creation based on code in the UI. All Reasons must be added through the Engage UI when creating a room not managed through the Engage Reasons tab.

Currently, when removing Meeting Reasons by un-checking the Field from the Engage Room configuration, the system will also delete any Salesforce Activity records (student meetings) that occurred using that reason. 
If a student is called but doesn’t appear, at what point are they designated a ‘no-show' in Engage?
 Advisors can select No Show instead of Starting the session. This removes the student from the queue. For details on flagging a student as a No Show, see What if a student doesn’t show up for their meeting?
 How do Meeting Reasons show up in reporting?
 Engage Reasons are related to Engage Rooms and Activities.

You can build Reports that return these values or use these objects in custom report types to create your desired reports.
 Can I change the order of Engage Meeting reasons?
 No, you can't adjust the order of the meeting reasons.
 Can I update data on any of the Engage tabs?

The Engage package includes numerous tabs that can be utilized for creating List Views. It is NOT recommended that you create or update data from these tabs. All data should be created/edited using the Engage UI.

Available Engage tabs include:

  • Engage
  • Engage Alerts
  • Engage Meeting Reasons
  • Engage Meetings
  • Engage Notes
  • Engage Quick Texts
  • Engage Reports
  • Engage Room Authorizations
  • Engage Room Check-ins
  • Engage Rooms
Can you set up 'Availability' for an Advisor's Engage room?
 You can NOT configure 'Availability' for Engage rooms.

Availability is not calendar date specific in Engage but, rather, indicated as ‘Hours of Operation.’

Managing ‘Hours of Operation’ should be done daily or weekly.
 If I delete a student from a queue, can we record a reason for their removal?
 No, you cannot provide details when you delete a Student from the queue. Deleting the meeting removes the student from the queue.
 What should Advisors do if they don't have time to see a student who signed up to meet with them?
 If a student signs up to see a specific Advisor but that Advisor doesn't have time to meet with them, there is no need to reassign or remove the student from the queue.

Any available Advisor can pick the student up from the queue, so there is no need to update their selection.
 How are students made aware of drop-in times per department?
 Engage is meant to manage an active queue of drop-in students. This has no calendaring or promotion functionality. Students check in for an appointment, and a Kiosk/Waiting List is displayed in a reception area/waiting room so students can see their placement in the queue.
 Why did my 1-1 appointment with a student disappear from my Calendar in Engage?
 The syncing of the Engage Calendar is meant to ensure that Advisors do not pick up a drop-in student and/or so they know when to end a drop-in appointment because they have a previously scheduled appointment.
 Do 'drop-in' times from Engage appear in the Appointment Calendar?
 Engage drop-in times are not scheduled for specific dates, so they do not appear on any calendars or sync to other tools.
 Which Calendar displays Engage appointments?
 The Engage tool syncs with the Appointment Calendar only, not the Salesforce Events calendar. For details on managing your walk-in appointments, see the article Managing walk-in appointments in your Appointment Calendar.
 How do I display Engage appointments on the Calendar?
 The Engage tool syncs with the Appointment Calendar only, not with the Salesforce Events calendar. For details on managing your walk-in appointments, see the article Managing walk-in appointments in your Appointment Calendar.
 Can I Modify an Engage 'Meeting Reason' after using it?
 Updates to any Engage Meeting Reasons will change all related Student Activity records. These Meeting Reasons are not managed via a picklist but rather as individual records on the Engage Meeting Reasons object.
 Can I assign an Advisor to multiple Rooms?
 Yes, you can assign Advisors to multiple rooms. When an Advisor logs in, they will see any rooms to which they are assigned and can select which one they are ‘available’ by clicking on the .
 Can I remove a student from a queue?
  1. Navigate to the Advisor Center.
  2. Click on the for the room where you want to view information.
  3. Locate the line with the student you want to remove from the queue and click on the ellipses:

​Select elipses to remove from queue

  1. Click Delete Meeting.
  2. If you Confirm Delete, the student will be removed from the queue.
What if a student doesn’t show up for their meeting?
  1. Navigate to the Advisor Center.
  2. Click   for the room where you want to mark the student as a ‘No Show.’
  3. Select Pick-Up for the session.
  4. Click the arrow next to Start Session.
  5. Select No Show. This removes the student from the queue. 
What happens if a student replies to the automated queue message?
 Engage does not support incoming messages from students who respond to these automated notifications. I.e., if a student responds to the alert, nothing will happen, and the message won't go anywhere.
 
How are the Requests and Totals calculated for Engage Rooms?

Requests are the number of meetings with specific advisor requests upon Sign-in, and the Total equals the specific requests plus those who chose the first available.

For additional information on tallies inside an Engage room, please see the article Managing your student meetings.