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🗨️ Response Chat Window

Jomar
Updated

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

  • 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!

✏️ 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!

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