Each open conversation can only be viewed from its related issue. If you reply to a user who reported a specific bug, you can only access that conversation from that specific bug report. The same is true for crash report and survey response.
Valuable insights can be garnered from user survey answers, even negative responses, and often you want more information. Being able to chat with survey responders is really useful. Doing so is possible from the survey results page in your dashboard and choosing Reply to User (or View Conversation if one already exists) next to each answer.
Updated about 2 years ago
Talk to your users often? Enable notifications so that they don't miss your message!