Respond to Subscriber Responses

Who gets this? Shops on all Postscript plans have access to this feature. Learn more about Postscript Plans.

Postscript centralizes subscriber responses to your SMS campaigns and automations, making it easy for you and your team to reach out to your subscribers. Postscript's toolkit of response features allows you to:

  • Build rapport and trust with your subscribers by acknowledging their questions, comments, or concerns.
  • Filter subscriber responses by the topic or issue, such as Shipping, PaymentReturns, and more.
  • Quickly view subscriber sentiment with emoji reactions in the top-left corner of the message. You can also filter for these sentiments using the drop-down menu.

In this article, we discuss how to view, filter, and forward responses as well as how to respond to individual subscribers.

View Responses

  1. Select Messaging in the side menu of your Postscript dashboard, then select Responses.
  2. Filter which responses display. We dive into your filtering options below.
  3. 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.

By Status By Topic By Sentiment

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

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

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.


  1. Choose whether to Resolve the response or Opt Out the subscriber.
  2. You can customize your response with images, GIFS, or emojis if desired. As you type your message, you can preview your message in the dynamic phone preview.
  3. Select Send Reply to send your response to the subscriber (Note: sending a response counts as usage just as sending a campaign or automation would).

Forward Responses


  1. Select Messaging in the side menu of your Postscript dashboard, then select Responses.
  2. Select Set Up Forwarding in the top-right corner of the page.
  3. This will route you to your Shop Settings page where you can 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.
  4. Once you enter the desired email, select Save.

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.

Additional Resources

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