Set Up and Use Conversations

Conversation tracking is a paid feature that lets you view subscribers' replies to your campaigns from inside your MailChimp account. When you enable conversation tracking on a campaign, we'll save messages in the campaign report and in the subscriber's profile. 

Conversation tracking offers more flexibility than a standard reply-to email address because it allows other account users to receive email notifications when a subscriber replies to your campaign. You can also use conversation tracking as segmentation criteria.

In this article, you'll learn how to enable conversation tracking for a campaign and how to use it in your account.

Set Up Conversation Tracking

Enable conversation tracking in the Settings & Tracking section of the Campaign Builder. With conversation tracking turned on, you can choose which account users will receive notifications when subscribers reply to the campaign.

To set up conversation tracking for your campaign, follow these steps.

  1. Navigate to the Settings & Tracking section of the Campaign Builder, and click Edit.
  2. Check the Use Conversations to manage replies box.

    Check Manage replies from my subscribers

  3. Click Save.
  4. If you want other account users to receive notifications when subscribers reply to your campaign, click the blue  reply notifications link. In the  Notification Settings pop-up modal, check the boxes next to the account users that should receive reply notifications for this campaign. 
  5. Click Save.

View and Reply to Conversations

After you send a campaign with conversation tracking enabled, you'll be able to view and reply to conversations from the report and in subscriber profiles.

View Conversations

There are three places to access your conversations: the Campaigns page, the campaign report, or a subscriber's profile.  

On the Campaigns page, click the drop-down menu next to your campaign's name and choose New Conversations.

Click unread conversations to go to Conversations tab

In a campaign report, navigate to the Conversations tab to view and respond to all replies from subscribers.

Click Conversations tab in reports

If you've had a long conversation with a particular subscriber, you can review the entire discussion on the subscriber's profile page.

  1. Navigate to the campaign report and click the Conversations tab. 
  2. Click the drop-down menu next to the subscriber conversation, and choose View profile.
    Select View profile next to subscriber conversation

From there, you'll see all the messages you've exchanged with this subscriber, for every campaign they've replied to for this list.

Subscriber conversations

To mark conversations as read or unread, select a conversation, then select Mark as read or Mark as unread from the drop-down menu next to the Delete button.

Reply to Conversations

To reply to a conversation, follow these steps.

  1. Navigate to the campaign report and click the Conversations tab. 
  2. Click the Reply button next to the subscriber entry.
    Select Reply on Conversations tab of report
  3. In the field provided, type a reply to your subscriber.
  4. When you're finished, click Send

Any messages from this subscriber about this campaign will appear as a discussion here.

You can also reply to conversations directly from your email account when you receive a conversations notification. Click to reply to the notification email in your program, and add your message above the line indicated.
Reply from notification email

Filter and Search Conversations

Filter Conversations

On the Conversations tab of the Reports page, you can filter conversations based on whether they are read or unread.

  1. Click Filter.
  2. Click the Status drop-down menu, and choose Read or Unread.

MailChimp automatically filters out automatic out-of-office replies from the results on the Conversations tab. However, if you'd like to display out-of-office replies in the Conversations tab, check Include out of office replies on the Filter drop down-menu options.

Search Conversations

MailChimp's Search tool can be used to search for subscribers, so you can quickly access conversations with them.

  1. Navigate to the Search page in your account.
  2. Type in your search terms and click the Search icon.
  3. From the results, click the subscriber whose conversation you want to view.

Delete Conversations

To permanently delete subscriber conversations, check the box next to each conversation and click Delete. Deleted conversations can't be recovered.
Type DELETE and press delete button

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