What this helps you do
Conversations are your one-to-one messages with an individual, both replies you receive and messages you start. Replies arrive on two rails, Blasts and email, and land in the same inbox. Your team sees who is replying to whom right now, can assign a thread to a colleague, and keeps private staff notes on each person. Everything with one person stays together in a single thread you can find again by searching their name, email or a word from the message.
When to use it
Use it for the question only one member has: whether their dues are already paid, which chapter they belong to after moving, how to put their name forward for a committee, a registration that needs changing, or a membership problem best sorted out privately.
How to do it
- Open Conversations.
- Read replies as they arrive, or click New conversation to message anyone connected.
- Reply in the thread; the Hub answers on the rail the person uses, Blasts or email.
- Assign a thread to a teammate when someone else should take it.
- Open the person's page for their history, RSVPs, household, and staff notes that are never shown to the person.
- Search by name, email, or message text to find any thread.
Example
After the renewal notice goes out, a member replies that they paid in September and want to know why they were on the list. It appears in Conversations. The communications manager assigns it to the membership coordinator, who checks the membership system, confirms the record and answers in the thread, and the thread stays with that member if they write again.
Good to know
- Replies can be turned off per Blast, for example on a formal notice; a reply to such a Blast is marked so you know the context.
- A chapter or committee leader only sees replies from the audiences they are granted.
- STOP and START are handled automatically on both rails, and the person's page shows their opt-out state.
- Receiving is free for members; a reply they send uses their own Blasts credits, never the organization's.
- Staff notes on a person page are private to your Hub team and are never shown to the member.