Each open conversation can only be viewed from its related issue. If you reply to a user who responded to a specific survey, you can only access that conversation from that specific survey.
If a user contacts you using "Talk to us", the conversation will appear in the chats page of your dashboard.
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.
Click on the buttons shown here in the survey results page of your dashboard to open a conversation with your survey responders.
Talk to your users often? Enable notifications so that they don't miss your message!