The Response window provides you a one-stop control center where you can see important information about the responding customer, trigger workflows, send emails by hand or using templates, or even use internal notes to loop in other members of your team. When you want to reply back to a customer response by hand, this is where you’ll do it.
The Response Chat Window components:
- Main chat area
- Access Panel: Workflows, Templates, and Custom Data
The Response Chat window is divided into two main sections, the chat area (a) and the quick access panel on the right (b).
In the Main Chat area, you’ll be able to see the whole communication history with this customer, beginning with their comment on your survey. If you’re using Conversations, the answers to the questions they were asked will appear here as well. Use the "Email" or "Internal note" buttons at the bottom of this section to choose your action.
Note: When you are typing an internal note, the background will be yellow. Be sure you’re sending the right thing to the right person before you hit Send!
When composing an email reply, you can modify the from name and the subject, and we do recommend that you modify the subject to something a little more personal than the default.
You can also use the toggle in the upper right to opt to have replies also sent to the email address associated with your AskNicely user login. You can reply to these emails and the replies will be tracked in AskNicely for you!
Once you’ve sent your email, if you realize you’ve made an error, you’ll have a short time to click the Undo button that appears under the chat bubble for the message you just sent. You won’t have long, though, so it’s still best to proofread before you send.
You can set an internal note (the bubble in yellow) as part of a chat. These are visible only to other AskNicely users, and won’t be sent to the customer. You can also tag teammates in the note so they are notified and added to the conversation. You can tag your teammates by typing “@” followed by their name, or use #hashtags to track frequently occurring responses.
Access Panel (b)
The dropdowns in this panel contain resources for you to quickly view data and reply to customers. You can quickly view and trigger workflows and reply templates, and get a look at the custom data for this customer.
At the very top, you’ll see this customer’s rating from their survey, as well as their name and email. Below that, you’ll have the option to open or close a case, if you are using Case Management. You’ll also see the option to be notified for new messages or actions on this reply.
From the Workflow menu, you can see all your Workflows. Clicking on one will trigger it to run for this customer’s response. If you try to run a workflow that is set to run automatically, and this response doesn’t meet the auto-run criteria, you’ll receive a confirmation message to that request.
Under Reply Template, you can see your saved email templates, and can add them to the current email by clicking the template name. Note that this won’t automatically send your email, and you can still edit before sending.
You can also create a new email template by clicking +New Template.
Note: While custom data call fields won’t work in a regular email, they can be inserted into a template. When you click the template name to populate the email, AskNicely will replace your call fields with the appropriate data or fallbacks!
The Custom Data pane will give you an insight into the custom data for this customer, to give you quick insight into relevant data. It will also show you any workflows that have been triggered on this response. You can click any of the data points to copy their text or click the lightning bolt to copy the workflow text.
Using this chat interface to close the loop with your customers allows you to keep all your notes and all your communication in one place, visible from both your mobile app and the AskNicely platform. You can configure notifications on both, and make sure you’re acting quickly to create the outstanding customer experience that defines world-class businesses.
If you have any more questions, please feel free to click the chat button in the bottom right hand corner to send a message to our awesome Support team.