Since launching our Touchpoints feature, we have seen tremendous adoption and utilization by our franchise partners. As we continue to evolve, we want to make sure that it keeps getting easier to utilize our tools. In light of this, we are very happy to announce a new addition to our Retention platform - Direct Reply via Email and in Portal!
Employee Touchpoint replies will still arrive in a manager's email inbox. However, with Direct Reply enabled, each location is assigned a unique sending phone number in HourWork's database. Gone are the days when your managers will have to squint at their screen to grab someone's phone number. Now, they can simply draft a reply, send the email, and that email will be converted into a text message!
To explain how this feature works in greater depth we've put together some quick FAQs for you:
Q: "How do I enable Direct Reply?"
A: Direct Reply is automatically enabled for all customers.
Q: "How do I let others know I responded to a message?"
A: When you reply to the email, the message will be threaded and the other store contacts tied to that location, will receive your response in the thread.
Q: "Is there a way to respond from the HourWork portal?"
A: Yes! Follow these instructions to reply to employees within the portal!
Q: "Who sees an employee's response?"
A: Currently, only the location-specific managers. Admins receive a once per week high-level report of all the responses.
Q: "What happens if I forward the email?"
A: As long as the unique email address is not in the "Send To" line, then the employee will not receive the email as well.
Q: "How can we track if managers respond?"
A: Admins can log into the portal to view Unread Messages that are waiting for a response. But Admins will also receive a weekly email showcasing which messages managers responded to, who responded, how many messages were responded to, and what messages went unanswered.
Q: "Who do I talk to if I have questions?"
A: Please email us at firstname.lastname@example.org! We'll be happy to address any questions or concerns as quickly as possible!
We hope this information proves helpful! If you have any questions or concerns please be sure to let us know at email@example.com!