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Action Hub Module

Customer Feedback Management is not just about requesting and receiving feedback from customers. When customers leave a feedback they would like to hear back from you. Press'nXPress Action Hub module will enable organizations to close the feedback loop with your customers. It is one single location to see the history of feedback and conversation with customers.

[Note] You need to be part of the Contact Management Team to use this module and see contact feedback and conversation history. Reach out to your Press’nXPress admin user as needed.

Contact Module​

  1. Go to the dashboard and select Action Hub > Contacts from the menu.
  2. This module consists of 5 main components a) Respondent list inbox b) Conversation History pane c) Contact details d) Reply pane text area e) Assign/resolve button f) Filters
  3. Respondent list inbox is the list of contacts that have provided feedback or you have sent them feedback requests.
  4. Contact list inbox shows the latest contact that provided feedback on top of the list. The numbers are shown in front of the contact name are the number of unread feedback/responses.
  5. Conversation History pane shows the history of all feedback requests and feedback provided by a contact in chronological order. It provides detail such as touchpoint name, response, comment including date and time. Response and comments (light green) and inbound emails from contact (dark green) are shown on the left side. Also, actions that have been taken from the organization such as notes (yellow card), email to contact (blue card), forward email (purple), internal inbound email (dark purple), and assignment to the contact team members are shown on the right side.
  6. Contact Details shows the first name, last name, company name, and email address of the contact. Also, it has a summary of responses, comments received from the contact. It is possible to edit the first name, last name, and company name by clicking the edit button.
  7. Reply pane text area is used to write a message which can be sent to contact as an email reply, add an internal note regarding the contact, or forward a comment or message related to this contact to an email address that is visible internally to the contact team members.
  8. Assign/Resolve is used to assign a contact to team members to take action and close the loop. When the feedback loop is complete and resolved using the resolved button the contact can be marked as resolved. When the contact is assigned or resolved, all the feedbacks related to the contact will be marked as read.
  9. Filters and search can be used to filter the list of contacts depending on status or assignee. Search can be used to find a contact.

Three message types: Notes, Email to contact, Forward as email​

Internal Note​

  1. Type the note in the reply pane text area.
  2. [optional] When adding a note to a specific feedback/comment, use the reply icon on the lower right of that comment message to include the comment text in the note. When this reply icon is clicked, that feedback will be shown on top of reply pane and will be added to the note.
  3. Click Save Note.
  4. This information will be added to the conversation history.
  5. This is only visible internally by contact team members.

Send email to a Contact​

You can reply to a feedback comment of a contact via email and the contact can reply to the email which will be logged in the conversation history of the contact.

  1. Type the reply email content in the reply pane text area.
  2. Alternatively you can choose an [email template] (../contact-relation-management/response-template-management "Create and Manage Response Template") from dropdown and click "Load Email Template". The email template content will be loaded in the reply box. [Note] Every time "Load Email Template" is clicked the contact in reply email will be overwritten with the template content.
  3. You can update the content in the reply pane as needed.
  4. [Optional-adding-comment-text-to-email] When replying to a specific feedback/comment, use the reply icon on the lower right of that comment message to include the feedback text in the email that you are drafting. When the reply icon is clicked, this feedback will be shown on top of reply pane text area and will be added at the end of the reply message (see email preview).
  5. Click Preview Email
  6. After validating the drafted email, click Send Email button to reply to the contact.

Forward Comment to an email​

You can forward a comment to an email address to share the comment with them (this is used more for in organization). The recipient of the email can reply to the email which will be logged in the conversation history of the contact for internal review.

  1. Add the content of your email in the reply pane text area.
  2. Alternatively you can choose an [email template] (../contact-relation-management/response-template-management "Create and Manage Response Template") from dropdown and click "Load Email Template". The email template content will be loaded in the reply box. [Note] Every time "Load Email Template" is clicked the contact in reply email will be overwritten with the template content. You can update the content in the text-area pane as needed.
  3. [Optional-adding-comment-text-to-email] When forwarding a specific feedback/comment, use the reply icon on the lower right of a specific comment or inbound email card in the conversation history to include the feedback text in the email forward. When this icon is clicked, the comment or text of the email will attach on top of text area and will be added at the end of the forward message. In addition to the text of the comment, all the context of feedback will be attached to the email such as the contact details and the touchpoint detail.
  4. Click Preview Forward to preview the email that has been drafted ([Note] the optional comment and detail of comment will appear only if the reply icon on the comment is clicked).
  5. After validating the drafted email, add the recipient email address and click Forward Email button to send the email.
  6. If the recipient of the email replies to this email, the response will become visible in the conversation history of this contact as an internal email reply.