Experiencing problems? Try these troubleshooting steps.

Send a direct message to a contact

A videoask is a great way to collect or present information using video, but if you'd like to start a new conversation with a contact you can send them a direct message instead.

Jump to:

Send a direct message to a contact

View and respond to a direct message

View conversations with contacts

FAQ

When a respondent leaves their contact information in response to a videoask, they're added to your contacts directory and you have the option of replying to them with a video message. When you reply to them, your message will appear in the same conversation as their answers to your videoask.

Once someone has been added to your list of contacts, you can send them a direct message to start conversations on a new topic separate from previous responses to a videoask.

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This can be useful if you'd like to follow up with potential leads or clients who have already expressed interest, but you'd like to do so in a new thread or conversation.

Find out more about adding and editing contacts.

Send a direct message to a contact

1

Click Contacts.

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2

Select the contact you would like to send a message to.

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3

Click the video icon to start a new conversation with this contact.

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4

Click Record to start your video message.

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5

If satisfied with your video message, click Yes. If you'd like to re-record, click No.

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6

Give your new conversation a name. This will be used for the subject line of the email notification your contact will receive.

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7

Choose whether to add any overlay text, the response answer type, the interface language, transcript language, and branding. When ready, click Send message.

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View and respond to a direct message

1

Once you send a direct message, your contact will receive an email notifying them of your video message. They can view your message by clicking the Show message button in the email notification.

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2

When viewing your direct message, your contact will then be able to follow the call to action or reply to you, depending on the response answer type you have set.

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See conversations with your contacts

When a contact replies to a direct message you have sent them, their response will appear in your interactions feed. You can also see conversations with contacts (and easily send a follow up reply) from the Contacts Directory.

1

From your dashboard, click Contacts.

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2

Select the contact you want to view.

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3

Select the Direct Messages tab to view interactions that have been started with this contact via a direct message (as opposed to a videoask).

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FAQ

I'm unable to reply to a direct message and keep receiving an error message. What's going on?

Direct messages expire after one week. This means that if you wait longer than a week to reply to a message you've received it won't work and you'll receive an error message telling you "Oops, something went wrong."

If this happens, we recommend that the videoask creator sends a new reply to the respondent, who will then be able to send a reply.

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