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 when a reader answers a question you asked, spots a mistake, or writes to the editor.
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 a correction goes out, two readers reply with a further detail. The editor granted that publication reads both replies in Conversations and answers each one. Readers never see each other's replies.
Good to know
- Replies can be turned off per Blast; a reply to such a Blast is marked so you know the context.
- An editor only sees replies from the publications they are granted.
- A reader who replies STOP receives nothing until they reply START, and is removed from every publication. START does not put them back; they choose their publications again.
- Receiving is free for readers; a reply they send on Blasts uses their own Blasts credits, never yours.
- This is a one-to-one inbox for replies to your editions, not a comment section. Readers never see each other.