Official Responses

Official responses let your team communicate directly with users on feedback posts. They're highlighted and notify subscribers.

What is an Official Response?

An official response is a prominent message from your team on a feedback post:

• Displayed at the top of the post
• Marked with a team badge
• Shows the team member who wrote it
• Notifies all subscribers

Use it for important communications, not regular comments.

When to Use Official Responses

Good for Official Responses

• Acknowledging a popular request
• Announcing a decision (building or not building)
• Providing a status update
• Launching the feature
• Explaining why something is closed

Better as Regular Comments

• Asking clarifying questions
• Casual replies
• Internal notes

Adding an Official Response

1. Open the feedback post
2. Click Add Official Response
3. Write your message
4. Click Post Response

The response appears immediately and notifies subscribers.

Editing an Official Response

To edit:

1. Open the post
2. Click Edit on the response
3. Make changes
4. Save

Edits don't send new notifications.

Removing an Official Response

To remove:

1. Open the post
2. Click Remove on the response
3. Confirm removal

The response is deleted. No notification sent.

Who Can Post Official Responses

All team members can post official responses:

• Owners ✓
• Admins ✓
• Members ✓

The response shows the name of whoever posted it.

Best Practices

Be Personal

Use "I" instead of "we" when appropriate:

• ✅ "I'm excited to share that we're building this!"
• ❌ "The team has decided to implement this feature."

Be Specific

Provide useful information:

• ✅ "We're planning this for Q2. The main challenge is..."
• ❌ "We'll look into this."

Set Expectations

Be honest about timelines:

• ✅ "This is planned but no ETA yet."
• ❌ "Coming soon!" (when you don't know)

Thank Users

Show appreciation:

• "Thanks to everyone who voted and shared use cases!"
• "Your feedback helped us prioritize this."

Official Responses vs Status Changes

Both communicate progress, but differently:

Often used together: change status AND post a response.

---

Next: Integrations