Video Library

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Reply to a Customer

If you’ve determined that you are the best person to reply to this Customer then follow the steps below to reply to the Customer. Click on the blue REPLY button. By default, subject line will appear as “Re: [original subject]”. This subject line is editable. Provide an original response by typing in the text box […]

Close a Dialogue

Ensuring that Dialogues are closed in a timely manner helps to keep records accurate and ensure that all Customer feedback is addressed. Dialogues may be closed through the process of replying. Dialogues for which no Reply button is displayed must still be closed. For example, if a Customer has provided a phone number and no […]

Understand My Inbox

Inbox Filters My Dialogues First page Users see upon logging in. Shows every active Dialogue for which the User is an Owner and responsible for follow-up. If a User is a Team Owner for multiple Interest Areas, Dialogues for all of those Interest Areas will appear here. If no relevant Dialogues are open, displayed message […]

Create a Dialogue

While many Customers will access Let’s Talk! on your website, there are many other conversations that happen in real life that also demand timely follow-up and attention: phone calls, personal observations, letters, personal visits, and more. Users can easily add these conversations to Let’s Talk! from within the system to allow for streamlined follow-up, collaboration, […]

Understand the Dashboard

The Let’s Talk! Dashboard displays analytical information about Dialogues received across the district as well as in each interest area. As with all elements of Let’s Talk!, access to the Dashboard is based on a User’s permissions. This section describes the different elements of the Dashboard and how Users can change the Dashboard to display […]

Add a Twitter Account

Your Let’s Talk! page is capable of integrating personal and organizational Twitter accounts. Users who are assigned as Twitter team members for an account will be able to review potential Twitter Dialogues for that account under Channels. On this page, you’ll find a multi-column layout. By clicking on any of the buttons under the account […]

Add an Instagram Account

Your Let’s Talk! page is capable of integrating personal and organizational Instagram accounts.Users who are assigned as Instagram team members for an account will be able to review potential Instagram Dialogues for that account under Channels. On this page, you’ll find a multi-column layout. By clicking on any of the buttons under the account selection […]

Use the News Search

Your Let’s Talk! page is capable of integrating Google News search results. All Users will be able to review items pulled from Google News and any defined Additional Sources. Search for multiple keywords within news, and then narrow down the news sources by selecting only those from your defined Additional Sources. Narrow Down a Keyword Search […]

Add a Facebook Account

Your Let’s Talk! page is capable of integrating personal Facebook accounts and organizational Facebook pages. Users who are assigned as Facebook team members for an account will be able to review potential Facebook Dialogues for that account under Channels. On this page, you’ll find a multi-column layout. By clicking on the Home Button under the […]

Translate Dialogues

Enabling multiple languages in Let’s Talk! allows you to capture a broader range of conversations from your community. System Administrators can learn more about enabling languages in Supporting Non-English Feedback. Multi-lingual Access for Customers If multiple languages are enabled, Customers can select their language of choice from a dropdown menu in the top right-hand corner […]

Adding and Managing Users

Users are the heart of Let’s Talk!, providing members of the community with information and service. While your roll-out plan will help to decide which team members are brought on as Users at each phase, you’ll decide which permissions and Interest Areas are appropriate for each of your colleagues, based on their roles in the […]

Creating and Managing Interest Areas

An Interest Area is a topic about which you are seeking feedback. Customers in your community will select the Interest Areas relevant to their feedback and send you Dialogues. Interest areas may be specific departments, schools, or other topics. Setting up Interest Areas & Categories Once you log into Let’s Talk!, navigate to Settings, then […]

Defining Form Messages

Form Messages allow you to customize individual Interest Areas, including the introductory message content, onscreen thank you messages, and even the follow-up thank you email. Edit Form Messages Within Settings, click on Form Messages (listed under Form Setup). Click the green Edit button found in the top right-hand corner of the page. On the left, […]

Building Landing Pages

Landing Pages This section allows System Administrators to create and manage the appearance of multiple landing pages. Customized landing pages may be created for an entire district, for a specific region or school, or even for a specific event or topic. Each landing page can have its own customized welcome message, Interest Areas, colors, and […]

Tabs…AKA Mini Landing Pages

The Let’s Talk! Tab is easy to implement and gives your Customers easy access throughout your district or school website. This Tab sits either on the side or bottom of your webpage and pops out when clicked, allowing the Customer to fill out a simple Let’s Talk! form and you to quickly gather feedback. By […]

Where to Find Embed Codes

Embedding the Let’s Talk! Form Available under Settings, then Form Setup, the Landing Page Editor gives you the option to email, copy, or download the embed codes of your choice. You may choose the embeddable iFrame code for a landing page or any of your Interest Areas. In most cases, you will primarily use the […]

Setting Up Feedback Forms

When a Dialogue is closed, a feedback form may be sent to the Customer to offer the opportunity to provide both a score (1-10) and remarks on the service received. By default, a feedback form is emailed to a Customer every time a Dialogue is closed and will arrive a few minutes after the User’s […]

Critical Alerts are Critical

Within Let’s Talk!, you have options for both manual and automatic use of Critical Alerts. When a Dialogue is marked as Critical, a designated team is automatically notified by email and added to the Dialogue as team members. When automatic Critical Alerts are enabled, Let’s Talk! will scan existing and incoming Dialogues for trigger words […]

Enabling Social Media Monitoring

Beyond just those who visit your website, plenty of your community members are talking to you and about you! Setting up additional input methods allows you a broader view on these conversations. Make Let’s Talk! your one-stop-shop by bringing in everything you want to know from social media, news, and even email. Since you decide […]

Supporting Non-English Feedback

If multiple languages are used in your community and in your normal district communication, you will likely want your Let’s Talk! account to reflect this diversity. Make it easy for everyone in your community to share feedback with you by activating multiple languages. While a translator can be very helpful in setting up your account […]

Creating Response Templates

Creating Response Templates Response Templates are customizable saved messages that Let’s Talk! Users can access when replying to Customers. System Administrators and Interest Area Owners can create an unlimited number of standard replies, as well as choose who can access each Template. Create a New Template To create a Response Template, follow the instructions outlined […]

Managing the Tag List

Similar to labels in email platforms, Let’s Talk! gives Users the functionality to add Tags to their Dialogues. Utilizing Tags assists Users, teams, and districts in identifying trending issues across Interest Areas, Customer groups, and time periods. While System Administrators control the list of Tags, all Users can add Tags to their own Dialogues. Under […]

Add an Internal Comment

Internal Comments Internal Comments offer the opportunity to collaborate with colleagues — sharing information and setting expectations while simplifying the Customer’s experience. Internal Comments are visible to all team members, but not to the Customer. To add an Internal Comment, click on the Internal Comment tab to the right of Reply to Customer. Enter text […]

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