Messages

Messages is where conversations with your visitors arrive. A conversation is always attached to something you published: a notification (when a visitor comments on it) or a survey.

How conversations start

• A visitor writes a comment on a notification with comments enabled (on the public notification page).
• A conversation can also be attached to a survey. Messages shows which notification or survey each one came from.
• On the public page, the visitor’s browser session is ephemeral: refreshing starts a new conversation. Every conversation still appears in Messages for your team.
• Visitors who do not leave a name are shown as Anonymous.
• Reactions do not start conversations. They are counted on the notification (see Comments, reactions and social sharing).

Working in Messages

1. Open Messages from the sidebar. You see a list of conversations with the context they came from and the visitor’s name (or Anonymous).
2. Select one to read the message history.
3. Type a reply and send it. While the visitor still has that conversation open, they see the reply live; new messages appear without refreshing.

Unread conversations are marked as unread until someone opens them.

Permissions

Access to Messages is controlled by the message permissions of each role. By default Administrator, Writer and Support can reply, Manager and Designer can read, and Guest has no access. See Roles and permissions.

Tips

• Answer within a day when you can, even if the answer is “we’re looking into it”.
• Keep a friendly, human tone, visitors are talking to a person.
• When you ship a fix someone asked about, reply in the same conversation.