Conversations for Feedback gives you a way to quickly start a dialogue with an individual who submitted feedback directly on the feedback item itself. This can help enrich your feedback and help your teams gain a deeper understanding of feedback submitted and refine what your customers, colleagues or prospects are asking for.
How it works
The Conversations for feedback feature is available for feedback items associated with any object (announcements, roadmap items, ideas) both in the feedback inbox and on the object detail page. Every feedback item has a Conversation associated with it. At the bottom of each piece of feedback, there is a "Conversation" call-to-action, along with a count of the number of messages that have been exchanged in that Conversation.
When you click on a Conversation, an info panel opens to display the associated feedback. At the top, you can see who the feedback is from, its importance (if indicated), and who reported the feedback if it was not submitted directly by the customer. Beneath that, you can find the date the feedback was created, as well as its content.
❓ For more information on Feedback in general, please visit our Introduction to Feedback help article.
Conversations features and functionality
There are two options for interacting with a Conversation: leaving an internal note, or sending an external email reply to the subscriber who originally left the feedback.
💡 Sending an external reply is disabled if the feedback was reported internally on the customer’s behalf. This helps ensure that conversations owned by customer-facing teams aren't interrupted unintentionally.
As Conversation messages are created on each individual piece of feedback, they will appear in chronological order, with the newest at the top and the oldest at the bottom for easy tracking.
In the Conversation editor you are able to @mention your team members. Simply type an @ or click on the mention button to view all of your colleagues that are users in your LaunchNotes project.
In the management portal, internal notes are visible to every user on your team in the project. When tagging a team member in a “note”, they will receive an email notification with a CTA to view the Conversation.
Any project users that have contributed to or been tagged in a Conversation will be considered participants and will receive notifications for new messages in the Conversation moving forward.
Writing an email reply triggers a notification email to subscribers and project users who have been participating in the Conversation. This keeps everyone informed and in the loop of the Conversation's activity.
Email notifications for Conversations
When you send an External email reply to the feedback submitter, they will be sent an email which will contain the following information:
The Name of your LaunchNotes project
Their feedback and your response
Any associated Announcements or Roadmap Items (if relevant)
The team member name and email responding to the Feedback
Below is an example screenshot of a conversations response to feedback:
❗ It is important to note that the sender address for email conversations will come from LaunchNotes, even if you have a custom ESP set up.
We’re here to help!
If you have questions or feedback on Conversations for Feedback, please reach out to us at [email protected], we'd love to hear from you!