Reduce the number of clicks to reply
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Rohan Barnett
Currently responding to a review requieres five clicks which can get tedious when responding to a lot of reviews ("Reply", "Auto replies", choose reply, "Reply", "Yes, continue"). It would be great to be able to configure the following:
- always use "auto replies" (or "saved replies" or "templates") when replying, and avoid having to choose with each response.
- skip "Yes, continue" verification step
With this you could show the list of replies below the review, allowing one click to select the desired reply and another click to send the reply.
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Henry Coleman
We have tried to provide similar functionality in our Explore! process. While it does open a window instead of placing the option below as you suggest, it streamlines the workflow by allowing you to pre-filter the response set - saving those steps.
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Rohan Barnett
Henry Coleman: I've tried the "Explore" option but it has the following issues:
- Slow to move between inbox - Explore - and back to inbox. Takes more time the five click process described.
- Doesn't allow editing of the responses. Sometimes it is necessary to adjust a reply to the specific circumstances of the reviewer.
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Henry Coleman
Rohan Barnett: It is always a balancing act between the needs of different clients. The Explore! works very well when different reply templates are used for different types of reviews and/or clients. It improves the search functionality since it only presents viable options for templates and snippets (great for large, diverse accounts). Editing is always available in the final reply box.
Editing is not available directly in Explore as the platform allows users to both add and remove templates/snippets easily. We are thinking about a profile-level setting that allows admins to turn on editing in Explore! directly.
We are streamlining the regular response flow by having only one folder (no need to check between different ones) so this will improve the core process as well. We are also looking at a change to remove the verification step.
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Rohan Barnett
Henry Coleman: Ok. Will experiment more with the Explore option.