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User Conversations

This page covers the different ways you can reply to a user as well as their separate workflows and how to access them.

Communication with your app users can be initiated in two ways:

  1. The user reaches out to you by selecting Talk to Us in the Prompt Options menu that appears after invoking the SDK in your app.
  2. You reach out to the user from your dashboard to reply to a specific bug, crash, or survey.

Talk to Us

Conveniently placed in the Prompt Options invocation view, users can select Talk to us, which opens the conversations page where they can send you a message.

Selecting **Talk to us** from the Prompt Options menu opens the conversations page in your app.

Selecting Talk to us from the Prompt Options menu opens the conversations page in your app.

Showing the Conversations Page Directly

If you wish to disable the Prompt Options menu after Instabug is invoked in your app, you can show users the conversations page directly as described here.

From the conversations page in your app, your users can check old chats or send you a new message by tapping on the chat icon in the top right of the page.

An example of the conversations page that your users see inside your app.

An example of the conversations page that your users see inside your app.

From your end, if a user contacts you through the "Talk to us" menu option, you'll automatically be notified and the message will show up in the chats page of your dashboard.

From the dashboard chats page, you can assign the conversation to your colleague responsible for it (or better yet, you can automate this step as described in our Rules page). Want to set the status of a chat or forward it to a third-party integration? That's also doable from the chats page of your dashboard.

The chats page in your dashboard.

The chats page in your dashboard.

Once you reply, the user will instantly receive a neat in-app notification that looks like this.

In-app notifications appear above your app's UI.

In-app notifications appear above your app's UI.

Email Notifications

If your user doesn't view a new message within 10 minutes, they will be sent an email notification as well.

Reply to Users

Responding to your users can encourage even more useful feedback. You can directly communicate with your users that have reported bugs, crashes, and even responded to surveys.

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 crashes and surveys.

If a user contacts you using "Talk to us", the conversation will appear in the chats page of your dashboard.

Replying From the Bugs Page

Let's say you receive a bug report from a user and you want to let them know that a fix is on the way or ask for more details. You can do this by reaching out to them directly from the bug report in your dashboard using the Reply to User button (or View Conversation if one already exists) as shown below.

Reply to your users by clicking on the button shown here in each bug report.

Reply to your users by clicking on the button shown here in each bug report.

Replying From the Crashes Page

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 sending 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.

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

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

Alternatively, you can reply to multiple specific users. To see a list of all users affected by a particular crash, select View all users from the chat pop-up.

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

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

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

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

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

Lastly, you can reply to the individual affected user of a specific crash occurrence by selecting the Reply to User (or View Chat if one already exists) button in the occurrence page and the chat pop-up will appear.

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

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

Replying From the Surveys Page

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.

Click on the buttons shown here in the survey results page of your dashboard to open a conversation with your survey responders.

Chat Icons

You can easily see if you have any unread messages from users by checking these icons.

  • Blue chat icon with red dot: You have a new unread message from the user.
  • Blue chat icon only: You read the message but didn't reply (the user sent the last message in the conversation).
  • Grey chat icon with arrow: You have replied to this user (you sent the last message in the conversation).
The chat icons in your dashboard are visible in your bugs page, chats page, and survey results pages.

The chat icons in your dashboard are visible in your bugs page, chats page, and survey results pages.


What's Next

Talk to your users often? Enable notifications so that they don't miss your message! You can also set up a rule that auto-replies to users who contact you so that you can let them know that you received their message and will get back to them soon.

Managing Notifications
Rules