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Lumion Inbox FAQs

Communicate with students through their preferred channel: SMS

Inbox Overview

Q: What is the Inbox?

A: The Inbox is Lumion’s communication platform, enabling schools to message students from a shared, centralized view.

Q: How does the Inbox help my school?

A: The Inbox streamlines and centralizes communication between schools and students. Lumion's goal is to equip schools with modern messaging tools to fill seats faster, nurture student relationships, and produce more satisfied graduates who refer new students.

Q: What communication channels can I manage through the Inbox?

A: Today, the Inbox only supports SMS messages. In the future, we plan to support additional communication channels (e.g., Email).

Q: Why should I use SMS texting for my school?

A: SMS is an underutilized communication channel in the trades & tech education industry, yet it is the preferred and most effective communication method for students (98% of SMS messages get opened; 90% are opened within the first 3 minutes).

Q: The Inbox isn't currently enabled for my school. How do I get it turned on?

A: Please reach out to your assigned Customer Success Manager or our support team at support@lumion.ai, and we will walk you through the process.

SMS Texting

Q: Who can I send text messages to?

A: Schools can send text messages to any contact who has given explicit consent to receive SMS.

Q: How do I get consent to send text messages?

A: Schools using Lumion's Inbox to text students are responsible and liable for obtaining consent to send SMS messages to contacts. See Terms of Service for more details.

Additionally, the Lumion platform can support schools in this effort by obtaining consent from anyone who submits their phone number through a Lumion form or agreement (i.e., Lead Capture, Enrollment Application, Funding Application, Lumion Payment Flow).

Q: What regulations should I be aware of when texting through Lumion?

A: Schools using Lumion’s Inbox to text students must comply with federal and local regulations designed to protect consumers from unwanted or inappropriate messages. Key regulations to be aware of include:

  • Telephone Consumer Protection Act (TCPA) — Requires that students give clear consent before receiving SMS messages. Schools must honor opt-out requests (e.g., when a student texts “Stop”).
  • 10DLC Registration Requirements — To send SMS using long-code numbers (10DLC), each school must register a brand and campaign through The Campaign Registry (TCR). Lumion facilitates this process on behalf of the school as part of the onboarding process.
  • CTIA Messaging Principles and Best Practices — These guidelines promote responsible texting, including limits on message frequency, avoiding spammy content, and ensuring students can easily opt out.

By using Lumion, schools benefit from built-in tools to support compliance, such as opt-in/opt-out logic, delivery status tracking, and automated unsubscribe handling. However, schools are ultimately responsible for ensuring their communications comply with all applicable laws and regulations.

Assigned Texting Phone Number

Q: What type of phone number will my school get assigned to text through Lumion?

A: Your school will be assigned a regular 10DLC (10-digit long-code) number, specifically for text messaging.

Q: Do phone numbers get shared across multiple institutions?

A: No, each institution gets its own 10DLC phone number.

Q: What happens when a student calls our Lumion texting line?

A: Callers will hear an automated recording letting them know they've called a texting line and to reach out over text or call the school's main line.

Q: Can I port over my existing phone number to text through Lumion?

A: We do not currently support porting over existing phone numbers.

Q: Can I use my landline number for texting?

A: Yes! We can enable landline numbers for texting through Lumion. Please reach out to your Customer Success Manager or support@lumion.ai with your request. (NOTE: This is only available for landline numbers. VoIP numbers are not supported for this function.)

Q: Can I change my assigned phone number?

A: Not currently. Please reach out to your Customer Success Manager or support@lumion.ai with any questions.

Opt-in/Opt-out Management

Q: Can students opt out of receiving texts from the school?

A: Yes.

Q: How do students opt out of receiving texts from the school?

A: A student can unsubscribe by texting a keyword like “Stop,” “Opt out,” or “Unsubscribe”. The system will automatically disable all outbound messages—both manual and automated—to that student. If the student then sends a message, they will receive an automatic response saying: “You have opted out from this number. Reply ‘START’ to opt back in and continue texting.”

Q: How do students who have opted out opt back in?

A: The system will detect opt-in keywords like “Start,” “Opt in,” or “Resubscribe,” re-enabling the delivery of outbound messages—both manual and automated—to that student.

Pricing and Usage

Q: Which pricing tiers is the Inbox offered?

A: The Inbox is included in every paid SaaS tier at no extra cost (Build, Grow, Scale). If you are unsure which tier you are on, please reach out to your Customer Success Manager or support@lumion.ai.

Q: How many text messages can I send?

A: Schools can send an unlimited number of SMS messages to students. Our goal is to make messaging easy, affordable, and a key driver of student engagement.

Q: Are there any additional fees for using the Inbox?

A: There are no additional fees. As Lumion develops new products in the future, like automated and bulk messaging, additional fees may apply. We will communicate any changes and applicable fees.

Features

Q: What are the key features of the Inbox?

A:  Below are the main features of the Inbox:

  1. Messaging
    1. Unlimited 2-way SMS messaging
    2. Campaign Registry for each institution to ensure compliance with phone carriers
    3. Dedicated Twilio 10DLC (10-digit long code) number for each institution
  2. Contacts
    1. Create contacts and compose a message in a single flow
    2. Search for existing contacts by name or phone number
    3. Funding application status tied to Inbox contacts for quick context on the student
  3. Inbox management
    1. Unread/Read message indicators to see what messages are new
    2. Open/Close conversations to keep your inbox clean and focused on active conversations
    3. Assign conversations to teammates so every conversation has a clear owner
    4. Filter the Inbox by open/closed or “assigned to me” to find the right conversations fast
    5. Mobile-responsive view so users can use the Inbox on the go

Q: What notifications can I enable to ensure I don't miss new messages in the Inbox?

A: We currently offer three Inbox notifications:

  1. New unread messages assigned to me
    1. Details: For school reps who want to be notified of new messages in their assigned conversations
    2. Frequency: Sends after 5 minutes of a message going unread
    3. Delivery Method: Sent over email and/or text
  2. All unresponded conversations
    1. Details: For school admins who want to be notified of conversations that haven't been responded to yet
    2. Frequency: Sends after 10 minutes of a new unresponded conversation
    3. Delivery Method: Sent over email
  3. New Messages
    1. Details: For any user who wants an in-app notification for all new messages assigned to you or unassigned
    2. Frequency: Immediate
    3. Delivery Method: In-app notification

 

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