Imagine you’re at a party with your friends. At some point in the night, a small circle forms as a group begins discussing something like the latest binge-worthy show. Everyone enjoys the discussion, but there are those… conversational hazards. That is, those small, unavoidable faux pas that annoy everyone, but are never spoken of aloud.
You know them. There’s the awkwardness where two people start talking at once and then spend the next few minutes in a politeness showdown as each insists to the other, “You go. No, no, go ahead.” This is sometimes done twice or -- please, no -- three times in a row. Or there are the times when someone says something funny and you missed it, and it’s the sort of thing that isn’t funny when it’s explained. Then there’s the thing where you have something to contribute, but you were talked over or cut off and it’s not worth the effort to get everyone’s attention and repeat yourself.
These things happen in groups, so we’ve learned to laugh them off and move on. There are similarly frustrating things that happen in a group chat online, even if it’s moderated. For example, a moderator might be answering a question when another moderator publishes a new comment. This can make the conversation hard to follow.
Enter the direct reply -- that little curved arrow which allows a moderator to post their reply directly underneath the question or comment they’re answering.
With this feature in the toolkit, conversations become easier to follow. As the eyes naturally scan down a webpage, the indented reply can be identified easily and quickly, especially if multiple moderators respond to a single comment. Direct replies also help the chats run more smoothly for multiple moderators because everyone is alerted when a moderator is typing a reply to a message.
Then again, sometimes it’s nice to be able to go back, to say the thing that popped into your head five minutes after the discussion has moved on to a different topic. Maybe it’d be nice to expand upon something you said earlier, to offer a more nuanced answer. No problem -- a direct reply can be posted after a message has been published. If a direct reply is added after a message has been published, all readers are alerted, making it less likely to get passed by as the conversation goes on.
And we haven't even gotten to the best part yet. Our favorite aspect of our new direct reply feature is that it came from our clients! We had a few different clients suggesting this as an improvement. We listened, and we’re glad we did. We’ve got plenty of other initiatives we’re working on, but we’re always excited to hear from our users. Who knows -- our next upgrade could include a feature you came up with!
