How do I interpret a conversation?

When an audience member provides feedback, it appears in a conversation view in the Live Feed or Inbox.

There are 9 key elements in a conversation:

Live Feed elements:

Inbox elements:

1. Awaiting response indicator.

This dot appears next to the audience member's name when there is no facilitator reply to an audience member's first comment or image. It is a visual cue for facilitators looking at the Live Feed.
The dot appears for comments and images only. Ratings and skips are not counted.
The dot is only displayed until a facilitator replies to the audience member. Additional audience member comments after a facilitator has replied do not cause the dot to return.

2. The audience member's details.

This displays the audience member's name.
You can click on the audience member's name to see more information about the audience member such as department, manager and role.

3. The starred conversation icon.

This indicates that the conversation is marked as important.
Starred conversations can be filtered in the live feed for later review.

4. The rating scale question sent by Joyous.

At the start of a Joyous conversation, the audience member is usually presented with a rated statement and asked to select a score from a 10-point rating scale.
This text is the rated statement that Joyous asked the audience member.

📝 Note: The first question may not always be a rating scale question, but this is the most common type of first question.

5. The audience member's score.

If the audience member selects a score, their feedback will appear in your live feed.
The score selected is displayed underneath the rated statement.
The audience member may choose to skip selecting a score, in which case 'Skipped question' will appear instead of a score.

📝 Note: A conversation card will only appear in your live feed if an audience member answers a question.

6. The open question sent by Joyous.

After an audience member selects a score or skips a rating scale question, they may be asked a related free text question by Joyous. This is to encourage them to send helpful feedback and begin a discussion with you as a facilitator.
If an audience member doesn't respond to the open question, then it is marked as 'not answered'. Below is an example of how a conversation will appear if the audience member doesn't respond to the open question.

💡 Tip: As a facilitator, you can still respond to an audience member, even if they have not replied to the open question. This is a good idea, especially if the person has scored 6 or below.

7. The audience member's comments.

The audience member's comments can appear anywhere in the conversation and will be to the right of their initials or avatar. They can comment multiple times.
Audience member comments with actionable phrases will appear highlighted in the message bubble.

8. Facilitator comments.

If you have commented on a conversation, your comments will appear in a dark blue message bubble on the right-hand side of the conversation. Your initials or avatar appear on the right-hand side of your comments.
Other facilitator comments will appear in a light blue message bubble on the left-hand side of the conversation. Their initials or avatar appear on the left-hand side of their comments. The name and time sent are always displayed on top of other facilitator comments, even when not selected, including a reply () icon to indicate they are facilitators.

9. Reply () icon.

Facilitators can click the reply icon.
A modal will appear where facilitators can reply to audience member comments.