Respond to Subscriber Responses – Postscript

Tip: Select any of the images or GIFs in this article for a closer look.

Postscript centralizes subscriber responses to your SMS campaigns and automations, making it easy for you and your team to reach out to your subscribers.

Why Responding to Subscribers Benefits You

Build rapport and trust with your subscribers by acknowledging their questions, comments, or concerns.
Respond to important inquiries in a timely and efficient matter.
Review conversation history and view images and screenshots.

View Responses

Select Messaging in the side menu of your Postscript dashboard, then select Responses.
Filter which responses display. We dive into your filtering options below.
Choose whether to Resolve a response, Reply to a subscriber, or Opt Out a subscriber.

Filter Responses

Postscript makes it easy to quickly filter responses based on your preferred criteria. This allows you to target specific subscriber concerns or issues you wish to address. You can use more than one filter together to refine your results.

Quickly filter responses to view all responses, unresolved responses, or resolved responses.

Select Messaging in the side menu of your Postscript dashboard, then select Responses.
Select the Thread State drop-down menu and select your desired status.
View subscriber responses that match that status.

Postscript scans subscriber responses and categorizes messages based on the perceived issue. For example, a message with the word "tracking" would fall in the Shipping category whereas the word "refund" would fall in the Payment category.

Select Messaging in the side menu of your Postscript dashboard, then select Responses.
Select the Last response topic drop-down menu and select your desired topic.
View subscriber responses that fall into the selected topic category.

See a miscategorizaiton? Simply select the purple topic drop-down to the left of a response and select Remove classification.

Postscript scans subscriber responses and labels messages with an emoji based on the perceived sentiment. For example, negative responses would have a 😖 emoji whereas positive responses would have a 😀 emoji.

Select Messaging in the side menu of your Postscript dashboard, then select Responses.
Select the Last response sentiment drop-down menu and select your desired sentiment.
View subscriber responses that fall into the selected topic category.

Respond to Responses

You can respond to a subscriber by selecting Reply on the far-right of the response line, or by selecting the hyperlinked subscriber name or phone number.

Choose whether to Resolve the response or Opt Out the subscriber.
You can customize your response with images, GIFS, or emojis if desired.
Preview your message in the dynamic phone preview.
Select Send Reply to send your response to the subscriber. Note that sending a response counts as usage just as sending a campaign or automation would.

Forward Responses

Select Messaging in the side menu of your Postscript dashboard, then select Responses.
Select Forward Responses in the top-right corner of the page.
Enter the Email Address to which you want to forward responses. You can respond to a subscriber via email and have it appear in their text thread.
Select Start Forwarding.

If you use a customer service platform such as Help Scout, Richpanel, or Kustomer, you can forward responses to your store's support email provided to you by the platform. Explore our other customer service integrations here.

Note: If you choose to forward responses to an email but had previously configured an auto-reply for non-keyword responses, you will need to disable it. Auto-replies interfere with the forwarding process.

Get Support

Have questions? Please feel free to reach out to our wonderful Support team at support@postscript.io or via live chat. You can also submit a support request here!

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