We are so excited to share that topic and sentiment label capabilities for your Response page are now live!
What's Changing and When
Starting the week of 2/14/22, Postscript will start automatically categorizing subscriber responses by topic and labeling responses by subscriber sentiment.
Here's how this change benefits you:
- Use these filters and labels to hone in specific responses you want to address first, such as upset subscribers or customers with shipping issues.
- Filter subscriber responses 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.
- Use a combination of any available filter to refine which responses display.
Filter Responses by Topic
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.
Remove Topic Classification
If you believe a specific subscriber response was miscategorized, you can remove the classification. Doing so helps Postscript with future categorization.
- Select Messaging in the side menu of your Postscript dashboard, then select Responses.
- Locate and select the Topic drop-down button to the left of the response message.
- Select Remove classification.
Filter Responses by Sentiment
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.
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.
