Can customers reply to a closed dialogue?

Yes! If the dialogue was closed within the past 2 weeks, customers can still send in a reply that will trigger the dialogue to re-open.  If it has been more than 2 weeks since the dialogue is closed, then the customer will need to submit a new dialogue. To learn more, check out the Close a Dialogue article.

How is a user notified of an incoming Dialogue?

Let’s Talk! notifications can be received through email, within your Let’s Talk! account, and via mobile push notifications (if you have the app installed). Customize notifications to your personal preference, enabling when and how you are notified, whether you are an Owner or Member.

To set up your notification preferences, simply go into Settings, select Notifications on the left-hand navigation. For more information, check out the Customize My Notifications article.

Who is notified of an incoming Dialogue?

By default, the Team Owner is always notified when a new Dialogue is received. If the Owner changes, then the new Owner is notified by default. If other members on the Dialogue team would like to be notified, they can customize their notification settings. To learn more about notification preferences, see Customize My Notifications.

Who is responsible for a Dialogue?

Only one user can be listed as the Owner for a Dialogue. The Owner is responsible for follow-up, including replying or any steps neccessary to resolve the Dialogue. The Owner can reassign the Dialogue to another user, as needed, but all activity is tracked on the dialogue timeline. To read more on Dialogue management options, check out the aticles under Collaboration Tools.

How does Let’s Talk! document district-wide questions?

Let’s Talk! is a solution that can scale up or down depending on your needs. Although users can only see questions related to their assigned areas, multiple permission levels allow managers, directors, and superintendents to view all questions and Dialogue data across the district.

What are the averages that Let’s Talk! reports on?

The Let’s Talk! Dashboard offers data from two different N counts (totals). The first total (N) represents the Dialogues recieved and the second is the number of CX scores received. These numbers are available on most reports. System Administrators and Global Users can review side-by-side comparisons of average Dialogue age and average feedback score for Categories, Interest Areas, and Users in the Comparsion Reports. Learn more in the Understand the Dashboard article under Comparison.

How do I get started with implementation?

A kick-off meeting with your dedicated Let’s Talk! implementation manager and Strategic Account Manager will will get you started on the implementation process. Let us offer you our best practices on setting up interest areas and users, as well as thoughts on integrating Let’s Talk! on your website and in your community.

How do I remove users in Let’s Talk!?

You can’t remove a user from Let’s Talk! because it would also delete all data associated with that user. However, you can set the user’s status to inactive which removes their access to the platform. For more information, check out the Removing Users article.

How do you set a Topic to private?

In order for a Topic to be set to private, the category that the Topic belongs in must have a category owner. Once that is set up, the Topic can be set to private through its settings. Read the Private Topics article for more information!

How do I set a Category to Private?

System Administrators have the ability to make certain Categories and Topics Private. In order to set a Category to private, a Category owner must first be selected and can be done by clicking on the pencil icon. A pop out tab will appear to select the owner, as well as choose to assign a Landing Page. Once selected, you can enable privacy on the Category. Read the Private Topics article for more information!

How do I use email to create a Dialogue?

If you’re still taking care of the content, forward (or cc) your email to open@k12-lets-talk.com and it will appear as a Dialogue in your Assigned to Me folder.

If you’ve resolved the content, forward (or cc) your email to close@k12-lets-talk.com and it will appear as a Dialogue in your Closed Dialogues folder.

For a more detailed explanation, check out the Email to Dialogue Explained article!

Can Customers see Internal Comments on a Dialogue?

No, Internal Comments can only be seen by Let’s Talk! Users within the platform. The Dialogue’s Team Owner or Members can see Internal Comments, as can System Administrators or Global Users. Any replies sent to the Customer will not include Internal Comments. For more information, check out the Dialogue Details article.

How do I resend a Feedback Form to a Customer?

You can re-send a Feedback Form to a Customer even if the Dialogue has already been closed if your System Administrator has enabled the re-send option. You can confirm with your Let’s Talk! System Administrator to see if the option is enabled for your district’s account. For more information, check out the Setting Up Feedback Forms article.

How do I close a Dialogue?

Once you’re sure you’ve taken care of a Dialogue, there are a few ways to close it.

If you’re replying to a Customer, you can click Send as Closed after you’ve written your response.

If you’re adding an Internal Comment or noting an Action Taken (ex: phone call), you can click Post as Closed once you’ve added your notes.

If everything’s already done, click the gray Close button (to the right of Internal Comment).

For more information, check out our Close a Dialogue article.

How do I add a Team Member to a Dialogue?

Click on the plus icon under Team Members. Choose the User(s) you’d like to add to this Dialogue, searching either by scrolling down or by typing in a name. Those not present on this list have not yet been added to Let’s Talk!. Click Save to add the User(s) to the Dialogue. Remember that Users added through this method will only be added to this Dialogue — not as permanent members of this topic. Check out the Add Team Members to a Dialogue article for more.

Why am I not receiving notifications for Dialogues?

Check your Notifications Settings page to make sure all your preferred Dialogue notifications are turned on! For more information, check out the Customize My Notifications article.

If your notifications are set correctly but you’re still not receiving alerts, your district may need to do whitelisting to make sure the messages are allowed to get through. Let your System Administrator and IT team know that you’re having an issue, and share the whitelisting article to help solve the problem.

How do I close a Dialogue without sending a Feedback Form?

If your System Administrator has enabled the Opt-out option for Feedback Forms, you will be able to select whether or not you wish to send a Feedback Form when closing a Dialogue. Please ask your System Administrator if you have any questions regarding this option in your district or to seek assistance in a particular case. System Administrators: for more information, check out the Setting Up Feedback Form article!

How can I share a Dialogue with someone who is not a Let’s Talk! User?

You can share a Dialogue with someone outside of Let’s Talk! by forwarding the Dialogue via email. Include a message explaining why you’re sharing this Dialogue, as well as any expected follow-up, and specify which content to include: information received from the Customer, Internal Comments, Feedback Score, and/or Log of activity. When this recipient responds to the shared Dialogue, the reply will be captured in Let’s Talk! within the timeline. For more information, please read the Share a Dialogue article!

How do I change the Topic a Dialogue is assigned to?

To change the Topic of a Dialogue, simply click on the dropdown menu in Dialogue Assignment and select the correct Topic. You can also select “Show More” to see an overview list of Topics alphabetized within the account. Keep in mind that if you reassign a Dialogue to a Topic you don’t belong to, you may no longer have access to this Dialogue. For more information, check out the Dialogue Details article!

Why did my response to the Customer not show up within the timeline?

When replying to the Customer, make sure you hit the blue Send button at the bottom of the form. The button’s default setting is Send as Closed, but the triangle to its right provides three options to ensure you are updating the Dialogue’s status appropriately as you respond: Send as in Progress, Send as Pending Details, and Send as Closed. For more information on this topic, check out the Reply article!

Remember that a Reply button will not appear if a Dialogue is anonymous or if only a phone number is provided. In this case, follow-up should be noted in Internal Comments.

Can I reply to a customer if the Dialogue is already closed?

Yes! You can reply to the Customer if the Dialogue is already closed. To the left of the Reply button, you’ll see Status. Click on Closed, then select In Progress from the dropdown list that appears. Your Dialogue is now re-opened, the Reply button is  unlocked and you’re able to follow up.

How do I translate a Dialogue?

If your System Administrator has enabled multiple languages on your Let’s Talk! page, you will find auto-translation capabilities and Translators within your account.

If a Dialogue has come in through a secondary language,  an auto-translation will be displayed. To respond, you can use the auto-translate function or you can ask the Translator on the Dialogue to help translate your response.  The Translator will be identified as a Team Member on this Dialogue and indicated by a special icon. You may use Internal Comments to communicate with the Translator, as needed. For more information, check out the Translation in Action article.

Note: If a Customer used an English-language form to submit a Dialogue in a language other than English, auto-translate will not be an option. Add the Translator of the relevant language as a Team Member to this Dialogue and ask for his or her assistance in an Internal Comment.

How do I add or remove a Team Member from a Topic?

All Users can add new Team Members within individual Dialogues, but only System Administrators and Team Owners can add permanent Team Members to Topics.

If you’re a System Administrator or Topic Owner, you can edit the Topics of active Users on the Users page under Settings. 

  • Click on the User’s name to edit
  • Click on the Topic drop-down menu
  • Select and/or Deselect the correct Topics and Save

** Please note Topic Owners will only see the Topics they own when clicking on the Topic drop-down menu**

System Administrators can also edit this information by Topic within the Topics Manager under Settings.

  • Search for a topic name, or click on the Category and check the Topic box. You can select more than one at a time.
  • Click on the topic to open the editor.
  • Add,  remove, or modify users then Save

For more information, check out the Adding and Managing Users and Creating and Managing Topics articles!

Why is the search bar not working?

If you are unable to search anything through the search bar on your district’s Let’s Talk! page, let your System Administrator know.

System Administrators: To define which content should be searchable, click on Landing Pages in the Settings section of your account. Then, under the search section, identify which interest areas Customers should be able to find. For more information, check out the Building Landing Pages article!

How do I download Dialogues into an Excel spreadsheet?

System Administrators and Team Owners can download Dialogues from Let’s Talk!. To pull Dialogues into an Excel spreadsheet, use the Advanced Search function under the search bar. Simply define which Dialogues you would like to pull up by defining the criteria, and then search. Once the results appear, scroll all the way to the bottom to download the Dialogues into Excel.  For more information, check out the Search Dialogues article!

How do I download Insights reports from the Dashboard?

Within the Dashboard, Insights provides the most customizable options, as well as the ability to download reports. To download reports from Insights, simply click on the green downward-pointing arrow button at the top right of the Insights page. You can download the report as a PowerPoint or PDF. For more information, check out the Dashboard article!