The Response Chat Window in AskNicely is your one-stop control center for reviewing customer feedback, sending replies, triggering workflows, and collaborating with your team using internal notes. When you want to follow up manually with a customer, this is where you’ll do it.
🧱 Response Chat Window Layout
The Response Chat Window is divided into two main areas:
Main Chat Area
Access Panel: Workflows, Templates, and Custom Data
💬 Main Chat Area
This section displays the full communication history with the contact, starting with their original survey comment. If you're using Conversations, responses to additional survey questions will also appear here.
Use the buttons at the bottom to choose between:
Email – Respond directly to the customer
Internal Note – Leave notes only visible to your team
🟨 Internal Note Tip:
When typing an internal note, the background will be yellow. Be sure you're commenting privately and not emailing the customer.
📧 Email Reply
When composing a reply:
You can customize the From Name and Subject Line
When editing the Subject line, you will be given the option to save the new line as your Default
Use the toggle in the upper right to receive a copy of replies to your own inbox
You can reply to that email, and it will sync back into AskNicely
🧠 Pro Tip: Personalize your subject line to increase open rates!
Once you send a message, you’ll see an Undo option for a short time. Act fast if you catch a mistake!
🖼️ Image Attachments
You can attach images to email replies directly from the Response Chat Window. Adding visual context to your communications allows for clearer correspondence and more effective troubleshooting.
To attach an image to an email reply from the Response Chat Window, follow these steps:
Navigate to the Response Chat Window.
Click the Email Reply button.
Click the paperclip icon at the bottom of the reply interface.
Choose the file you wish to upload from your device.
Enter text into the message field before sending.
Note: A reply must have text to send. A reply will not send with an attachment only.
Attachments must meet the following technical criteria:
File types: JPEG and PNG only.
Max file size: 2 MiB per image.
Max attachments per message: 5.
Image Dimensions: Images larger than 1024px are automatically resized to 1024px.
Q: Can attachments be sent both to and from the Response Chat Window?
A: Yes, attachments function in both directions via email. For example, when a Contact replies to an email with an image, the image will be attached to the conversation within the Response Chat Window.
✏️ Internal Note
Internal notes:
Are not visible to the customer
Help loop in teammates by typing “@” followed by their name
Can include #hashtags to help track themes or recurring issues
📋 Access Panel
The Access Panel (right-hand side) gives you quick access to important tools and data related to the customer response.
This includes:
Survey score, name, and email
Case Management controls (if enabled)
Notification toggle for updates
Workflows
Reply Templates
Custom Data
⚡ Workflows
View all available workflows
Click a workflow name to trigger it manually
If the workflow has auto-run conditions and the current response doesn’t meet them, a confirmation message will appear
📄 Reply Templates
View and insert saved Reply Templates
Templates can be edited before sending
Use +New Template to create a new one
📌 Note: You can include custom data call fields in templates. When inserted, AskNicely will automatically replace them with contact-specific values.
🧠 Custom Data
This section gives you an at-a-glance view of:
The customer’s synced custom data fields
Workflows that have been triggered for this response
Click on:
Text to copy
Lightning bolt icon to copy triggered workflow text
📱 Mobile + Notifications
Everything in the Response Chat Window is available on both the AskNicely web platform and the mobile app. You can:
Configure notifications on both platforms
Maintain visibility and responsiveness on the go
🙋 Need Help?
Reach out via the in-app chat bubble or email us at support@asknice.ly — we’re happy to assist!