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Sales and audience

Follow-ups

Get back to fans who have not replied or who may leave.

To get back to a fan, you can find those waiting for a reply, send a new message to those who have not replied, and write to those whose subscription is ending.

Unanswered conversations

In the conversation list, the Unanswered quick filter only keeps conversations whose last message comes from the fan: those where it is your turn to write. While it is on, the list stays sorted from most recent to oldest.

Inès Vidal's messaging, the Unanswered filter on: every conversation in the list is waiting for a replyInès Vidal's messaging, the Unanswered filter on: every conversation in the list is waiting for a reply

The other messaging filters are described in First steps in messaging.

Mark unanswered conversations as unread

A conversation that was read but left unanswered ends up lost in the list. The Settings menu of the conversation list, the gear icon, offers Mark unanswered as unread: read conversations whose last message comes from the fan go back to unread, and move up into the Unread tab.

The Mark unanswered conversations as unread dialog, with the 30-day period chosenThe Mark unanswered conversations as unread dialog, with the 30-day period chosen

Choose the Period, 5, 10, 20 or 30 days, then click Start. When you reopen the dialog, you see the result of the last run, or the time left before the next one.

This action requires the Mark unanswered conversations as unread right. Without it, the entry does not appear in the menu.

Follow up with a Mass DM

A Mass DM can target the fans to follow up, for example Former subscribers, or fans tagged from the Audience page with the Subscription ending filter (see Audience and Radar). Two settings turn it into a real follow-up:

  • a Sequence of several messages, each one a delay after the previous one, with Stop the sequence when a fan replies: the second message only goes to fans who did not reply to the first;

  • in Exclude, Fans waiting for a reply removes fans who have a message still waiting for your reply. It is better to reply to them in messaging than to send them a mass message.

Delete without a reply from the fan also removes a message left unanswered after the chosen delay, if it has no media. Everything is detailed in Mass DM.

Follow up automatically

Automations write on their own at the right moment of the subscription cycle:

  • Near expiration: the subscription of a fan without automatic renewal is about to expire, a few days before, at the chosen time;

  • Subscription ended: a fan's subscription has just ended;

  • Resubscription: a former fan subscribes again.

Their sequence is set like a Mass DM's, with Stop the sequence when a fan replies. See Create an automation.