Issues with Responses from Recipients
After sending a message, your recipients have the option of responding with either reactions (like or dislike) or written replies. If you are having problems with responses, review the items in this article.
How Do I Check Message Responses?
After a message has been sent out, it is moved to your delivered messages page. If you open a sent message from here you can check your responses in two places.
The details tab is likely the first thing you see when opening a delivered message. Along with other message analytics, you can see the current count of replies and reactions on this tab.
If you have received any responses from recipients, you'll also see the replies tab. On that screen you can review a list of all the replies, along with the count of reactions.
Additionally, you can be notified of message responses based on selected notification settings.
My Message Doesn't Have a Replies Tab
The replies tab for a message will only show up on delivered messages that have had one or more responses from your recipients.
If you do not see the replies tab, you can confirm on the details tab that there have been no responses yet.
I Can't Tell Who Sent the Response
We understand the desire to know who responded to your messages. However, by default, Yodel allows the responder to remain anonymous. This is true for both reactions (like or dislike) and written replies.
The reply is an open text field where even though Yodel won't report on which user replied, they can optionally include personally identifiable information such as their name or contact information.
The Reply Text Isn't Formatted Correctly
Currently, Yodel only allows plain text replies. This keeps things simple but also protects against bad actors trying to use harmful code or scripts.
It is possible that someone was attempting to send you formatted text using HTML or similar formatting. If they attempt to do so, Yodel encodes the format syntax which will simply display to you as plain text. Most likely, you'll still be able to read the message by ignoring the formatting.
You could attempt to copy and paste it somewhere else that might interpret and display the formatting, but please be cautious doing so because scripts can be included that make calls to other websites with malicious intent.
I'd Like to Respond to a Recipient's Reply
At this time, Yodel does not allow further conversation between sender and recipient. There is no way to respond to the reply unless the user chose to provide contact information in their message to you.
This is certainly an area that may be enhanced in the future.
How Can I Hide Replies or Retrieve Hidden Replies?
Yodel allows a sender who has replies to hide them. This option is a means to reduce the number of replies to view, which is especially helpful if you have a lot of replies and many of them are no longer needed after having viewed them.
This option is not fully featured yet. After hiding a message it currently becomes unretrievable from within the message. The details and replies tabs will still list how many hidden replies you have, but currently there is no archive view to see the hidden replies.
This is certainly an area that may be enhanced in the future. If you need to retrieve hidden replies, please reach out to our support team who can unhide all replies for a message that have been hidden.
I'm Being Spammed Through Message Responses
Yodel tries very hard to protect senders and receivers from spam and improper use of our systems. Sadly, it is not possible to stop all attempts.
The Yodel system only allows one written reply per message per user. If they try to send another, the code is built to prevent that from happening. However, there can be a concerted effort to use multiple accounts to push repeated spam through. If you believe this is happening, please alert our support team.
Reactions (like or dislike) are also set up to be one reaction per message per user. However, here, the Yodel system allows a user to change their mind. This on-and-off setting of their reaction can cause multiple notifications to be recieved based on your notification settings. As a stop-gap, you can modify your notification settings if the frequency becomes annoying. If you believe the user is intentionally doing this, please notify our support team who can review their account.
Using our system for spam, misinformation, schemes, solicitation, or other nefarious purposes is against our terms of use. Please report any misuse to our support team who can take corrective action.
Responses Don't Match Message Analytics
A user must have a valid Yodel account and be logged in to respond to messages. When you send out a message, the majority of recipients will be anonymous, meaning they do not yet have a Yodel account.
When reviewing message analytics, you can view the number of recipients in your message send and compare that to the number of responses you have (replies and reactions).
If there appears to be a discrepancy, please reach out to our support team who can review and confirm if there is a reporting issue or if there is another explanation.
Still Having Issues?
If the above explanations and tips were not helpful and you are still having issues with responses from recipients, reach out to our support team using our online contact form.