Manage your Conversations

What is a conversation?


A conversation is an ongoing email exchange between a contact and yourself. 


Once a contact has responded to a survey, you can reply to them from inside the platform by starting up a conversation. All replies from the contact then come back to you through your account.


The simple yet effective chat window displays your messages in a tiered style, keeping your conversation structured, but also friendly and easy to follow.



Why are conversations so awesome?


Conversations are a brilliant way of communicating with your contacts actively and efficiently, directly from inside your CHS® account. You can keep all correspondence with your contacts conveniently in one place, eliminating the chances of anything getting lost or forgotten amongst your other day-to-day emails.


Conversations provide you with the opportunity to surprise your happiest customers and thank them for their positive comments. You can start building a rapport with them by striking up conversation and providing that personal touch.


Without a doubt, the best use of conversations is that they enable you to reach out to any unhappy customers before they have the chance to criticise your business to friends, family or worse; on social media. This could seriously damage your brand and hinder growth, but an immediate and personal reply means you can resolve their grievance and turn them into a happy customer!



How do I start a conversation?


You can start a conversation and reply to any piece of feedback in the platform.


To do this, find the response that you wish to reply to and click on the 3 dots on the right hand side.



Click ‘Start conversation’.



A pop up will appear. In here, you can write a message to the contact – this will be sent directly to them via email.



Once you’ve finished writing your message, you can either reply and keep the conversation open, or reply and close it. Don’t worry, if you close the conversation, then the customer replies, the conversation will reopen.



As soon as you reply, the message will fire off to the contact and your conversation will move over to the Conversations page.



How will I know if a contact has replied to me?


When a contact replies to your message, you’ll be notified by a small green notification symbol sitting above the Conversations tab on the top panel.



If you head over to the Conversations page, you’ll see the conversation highlighted in bold.



If you click on it, the conversation will open on the right and you’ll be able to read your new message. It will now be marked as read.



To send another reply back, simply type your message and click ‘Send reply’.


If the conversation doesn’t require any further replies and you’re ready to close it, click ‘Mark as closed’ at the top.



You can view your closed conversations by clicking on ‘Closed conversation’ over on the left hand side.




Add a note to a conversation


Adding a note to a conversation allows you to leave an internal message that is only visible to you and your colleagues. You may wish to add a note to let your colleagues know that you’ve taken further action outside of the platform


To add a note, click on ‘Note’ just above the message box.



The message box will turn yellow to remind you that you’re adding a note and not sending out a message:



Once you’ve written your note, click ‘Add note’.



Your note will now appear alongside the messages in your conversation.



That’s a quick guide to managing your conversations!

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