Experiencing problems? Try these troubleshooting steps.

View your answers and reply to your respondents

Once you've created and shared your videoask, you'll start seeing the responses rolling in!

Checking your responses and replying to respondents is the best part of VideoAsk - it's where you really get to learn from and connect with your leads, customers, or students. 🤗

Jump to:

View your videoask responses 

Your interactions feed

The videoask inbox

View a response

Send a reply

In your dashboard, you can view the responses you've received from each of your videoasks. And, if you've enabled a contact form and the respondent left their contact details, you can reply to them with a video message!

Bear in mind that responses will look different depending on the answer types you've used in your videoask, because each answer type collects a different type of data.

To view a summary of all your response data, you can view it in the metrics tab or download it at any time as a .csv or .xlsx file.

View your videoask responses 

There are two places in your account where you can view responses and reply to respondents: the All interactions feed and your videoask inbox.

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The All interactions feed is useful to see all activity across your organization and track responses to multiple videoasks. The videoask inbox (pictured above) lets you see responses to a specific videoask, its results, metrics and is where you can access other options such as tagging and sharing interactions

Your interactions feed

When you log in, by default your All interactions feed will be displayed. This feed shows all the responses to all your videoasks, with the most recent responses at the top. View it at any time by clicking All interactions

2021-05-11_14-31-47.pngThe feed will automatically update when new responses arrive, but to manually refresh it click the refresh icon.

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The videoask inbox

To view the responses from a specific videoask, select the videoask to open its inbox.

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The videoask inbox will once again display your most recent responses, but only for this videoask. 

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From here you have additional options of how you want to view your responses. Click Filters to filter interactions to exclude Humans, sort by tags, response, and reply status.

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If you've not yet received any responses, your inbox will display options to add more stepschange your videoask settingsconnect to other tools, and share or embed your videoask.

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View a response

From the interactions feed or videoask inbox, select a response to view it.

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If it's a multi step videoask, there will be a response for each step. Click each step to view its answer.

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The step number and title will be visible at the top of the response so you can easily remember what this step is about.

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The format of your responses will depend on the answer type you've selected for the videoask step. The answer type will be indicated in the response icons (for multiple choice, NPS®, audio or video response, and others).

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If a respondent fills out your contact form when they complete your videoask, you'll see their contact information with their response.

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Send a reply

If a respondent has left an email address, you have the option to send a video reply and continue the conversation. Replying to a respondent using VideoAsk will send them an email notification with a link to view and reply to your video message, so the conversation can continue indefinitely.

Note: When you reply to a respondent, the reply link that is sent to them via email notification is valid for 30 days. If your respondent clicks the reply link after 30 days have passed since you sent it, they'll receive an error message. If this happens, we recommend replying to them again to generate a new link.

1

To send a video reply, select the response you want to reply to and click the Reply button.

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2

Before you start recording, you can jot down notes or a script to remember what you want to say by enabling Notes. Don't worry the person you're replying to won't see these notes.

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At the top of your screen, you can choose your camera and microphone. You also have the option of selecting the video footage source from your media library, uploading a video, or recording a screenshare

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3

If you choose to record a video message, click Record when you're ready.

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💡Pro tip: Use the spacebar on your keyboard to start and stop recordings to make it easier to keep your eyes on the camera the entire way through!

4

Preview your video. If you're happy with it, select Yes. If not, select No to re-record.

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5

Add overlay text to your reply message if desired, including links.

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If you have added overlay text, you can choose the text size, when the text will appear, and whether to darken the video for better readability.

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6

Choose whether to send your video response as fit video or fill video. Fill videos (the default) will take up the entire frame, fit videos will show the entire width of the video.

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7

Finally, choose the reply answer type. An Open answer lets a respondent reply to you with a text, audio, or video message. If you don't want to allow them to reply, choose Button and add button text and a link.

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8

When you're ready, click Send reply.

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Note: Your reply may take a moment to upload, depending on the speed of your connection. Do not close your browser window or tab until the upload has finished or else your respondent may receive a reply with an empty video file.

Once you have sent your reply, it will appear in your conversation with your respondent.

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...and your respondent will receive an email notification letting them know that you have replied to them!

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💡 Tip: If you'd like to reply to your respondent by emailing them directly, you can do so by clicking on their email address, and then choosing the Send an e-mail option. This will open your native email app with their email address pre-populated:

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If you're using our iOS app or Android app, you'll see the option to reply via email when you click on the Reply button. If you've collected a respondent's phone number, you'll also have the option to reply by text message or give your respondent a call, from the iOS app:

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Note: Call and Text options are not yet available on the Android app.

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