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Reply to Affected Users

This page explains how you can send in-app chats to your users who have experienced crashes in your app.

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Separate Conversations

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.

Reply to an Individual Affected User

A crash is a negative experience for users of an application. A way to let your users know that you are aware of the crash they encountered and that you're working on a fix for it is by replying directly to an occurrence of a crash.

From the occurrence page, you can select the Reply to User (or View Chat if one already exists) button and the chat pop-up will appear.

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Click on this button to open the chat pop-up and send a message to the individual user affected by that crash occurrence.

Reply to All Affected Users

You can also send a message to all affected users of a crash (all occurrences).

From the crash report, you can reply to all affected users at once with a single message by selecting the Reply to Users button.

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Click on the Reply to Users button to open the chat pop-up and send a message to all users affected by that crash.

Reply to Multiple Affected Users

To see a list of all users affected by a particular crash, select View all users from the chat pop-up.

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Click on this link to see a list of all users affected by that crash.

From this page, you can send a single reply a single user or all users. This is particularly useful when you want to reach out to specific app users affected by a crash, but not all affected users.

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This page in your dashboard lists all of your app users affected by a crash.


What’s Next

Talk to your users often? Enable notifications so that they don't miss your message! You can also use rules to send automatic replies to crash occurrences.