What this helps you do
When an attendee replies to an update, it becomes a private one-to-one thread in your Hub. Replies arrive on two rails, Blasts and email, and land in the same inbox. Your team sees who is replying to whom, can assign a thread to whoever should answer it, and keeps private staff notes on each attendee that the attendee never sees. Everything with one person stays in a single thread you can find again by name, email or a word from the message.
When to use it
Use it for the question only one attendee has: accessible parking, a dietary requirement, a lost badge, whether their session moved, a refund question you need to route to ticketing, or a follow-up after the event.
How to do it
- Open Conversations.
- Read replies as they arrive, or click New conversation to message any connected attendee.
- Reply in the thread; the Hub answers on the rail the attendee uses, Blasts or email.
- Assign a thread to the right person, for example the accessibility lead or the volunteer coordinator. On event day, staff the inbox the way you staff the information desk.
- Open the person's page for their history, RSVPs and staff notes.
- Use search to find a person or a topic across all threads.
Example
After the parking update goes out, an attendee replies asking about accessible parking. The reply shows up as a conversation, the operations desk answers with the lot and entrance, and the thread stays attached to that attendee if they write again on event day.
Good to know
- Replies are private to your Hub team; other attendees never see them.
- Replies can be turned off per Blast; a reply to such a Blast is marked so you know the context. Leave replies on for anything on event day.
- A 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 attendees; a reply they send uses their own Blasts credits, never yours. On event day, a fast human answer is often the difference between a complaint and a save.