If you have been chosen to be a responder for a Joyous campaign, you will be able to view feedback in your live feed. When an audience member provides feedback, it appears in a conversation card.
The 11 elements of a conversation card
1. The audience member's initials or avatar appear in a circle.
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 actionable phrase indicator icon
- This lightning bolt (⚡) appears on the top right of a conversation if the conversation contains at least one actionable phrase.
- Actionable phrases can be filtered in the live feed using the 'Actionable phrases' filter.
5. 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.
6. The audience member's score.
- If the audience member selected a rating, their feedback will appear in your live feed.
- The rating selected is displayed underneath the rated statement.
- The audience member may choose to skip selecting a rating, 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.
7. The free text 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 responder.
- If an audience member doesn't respond to the free text 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 free text question.
💡 Tip: As a responder, you can still respond to an audience member, even if they have not replied to the free text question. This is a good idea, especially if the person has scored 6 or below.
8. 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.
9. Responder 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 responder 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 responder comments, even when not selected, including a reply () icon to indicate they are responders.
10. Reply () icon.
- Responders can click the reply icon.
- A modal will appear where responders can reply to audience member comments.
11. Count of audience member messages awaiting response.
- This count appears above the audience member's initials when there is no responder reply to an audience member's comment. It is a visual cue for responders looking at the live feed.
- This counts comments and images only. Ratings and skips are not counted.
📝 Note: The count of audience member messages is only displayed until a responder replies to the audience member. Additional audience member comments after a responder has replied do not cause the count to return.