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 conversation features allows you to:
- Build rapport and trust with your subscribers by acknowledging their questions, comments, or concerns.
- Filter subscriber conversations by the topic or issue, such as Shipping, Payment, Returns, 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 conversations as well as how to respond to individual subscribers.
View Conversations
- Select Messaging in the side menu of your Postscript dashboard, then select Conversations.
- Filter which responses display. We dive into your filtering options below.
- Choose whether to Resolve a conversation, Reply to a subscriber, or Opt Out a subscriber.
Filter Conversations
Postscript makes it easy to quickly filter conversations 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 conversations to view all conversations, unresolved conversations, or resolved conversations.
- Select Messaging in the side menu of your Postscript dashboard, then select Conversations.
- Select the Filter button. In the popup window, beneath Thread State, select an option from the drop-down menu.
- View subscriber conversation matching that status.
Postscript scans subscriber conversations 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 Conversations.
- Select Filter, then select a topic from the drop-down menu beneath Last Response Topic in the popup window.
- View subscriber conversations that fall into the selected topic category.
- Select the x next to the filter to remove it.
Postscript scans subscriber conversations 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 Conversations.
- Select Filter, then select a sentiment option in the drop-down menu beneath Last Response Sentiment in the popup window.
- View subscriber responses that fall into the selected sentiment category.
- View subscriber responses that fall into the selected topic category.
- Select the x next to the filter to remove it.
Respond to Conversations
- Respond to a subscriber by selecting Send Reply beneath the conversation thread. Enter the text of the message and select the Send button beneath the text input box. Customize your response with images, GIFS, or emojis, or select the More drop-down to add links, tags, or coupons to the message.
- You can also choose to Resolve the response or Opt Out the subscriber by selecting those buttons above the Send Reply section.
Forward Responses
- Select your shop name in the side menu of your Postscript dashboard, then select Shop Settings.
- Scroll down to Response Forwarding in the top-right corner of the page.
- Toggle on the Automatically forward all subscriber responses to an email address if it is not already turned on.
- Enter the email associated with your support inbox.
- 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.
Additional Resources
- Interested in learning how to better manage Flow Builder replies? In Managing Flow Builder Responses, we discuss how to filter out Flow Builder responses in Gorgias and Zendesk.
- Wondering how to prioritize SMS conversations? Our Topic and Sentiment Labels for Subscriber Responses article discusses key elements of response management within your Conversations tab.
- Need a tour of subscriber profiles? In this article, we define opt-in sources and discuss listed items in a subscriber profile.
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!
Need ongoing channel strategy guidance? Please fill out this form and we'll connect you to one of our certified partners.