In order to provide support for Android users, we’re using Conversocial as a support platform. Conversocial is a 3rd party tool that the SUMO team use to reply to Google Play Store reviews and Twitter conversations. In order to use it, you need to request an account on Conversocial by following the guideline below.

Tool overview

How to request an account

If you want to help Firefox for Android users on Google Play Store, you need to request an account in Conversocial through this form. Please note that by joining Conversocial, you’re agreeing to their privacy policy.

Once you filled out the form, the SUMO team will then review your request and follow up with the next procedure. You can expect to get a reply in 2 business days.

General usage

• Login with your account from https://app.conversocial.com/.
• Select the queue. The default one is “Mozilla - GPS - Fx for Android Priority”.
• Click the green play button so Conversocial can start showing the reviews.
• Click the red stop button when you’re done or when you’re taking a break.
• For security reasons, we strongly recommend you to logout whenever you’re done using the tool. You can also set up automatic session expiration from the Account > Security menu.

Replying to a Google Play Store review

There are a few rules to follow when we reply to a Google Play Store review: Replies must be less than 350 characters. HTML tags will be stripped from replies, so please refrain from using HTML syntax. Although you can reply to the same review as many times as you'd like, the customer receives a notification only after the first time you reply to the review. The following table illustrates how the customer notification work in Google Play Store:

Access Level

There are 2 access levels in Conversocial for Play Store Support Contributors:

• Play Store Support - Contributor

This is a role for the regular contributors. A regular contributor will be able to see queues (will be explained later) for the Play Store Support as well as reply to a review. However, 50% of the reviews will need to be approved before it is submitted to the Google Play Store.

• Play Store Support - Moderator

This is a role for the experienced contributors. A moderator will be able to do all the things that the regular contributors can do. In addition to that, they will also be able to approve conversations from the regular contributor, view the Escalation queue, as well as modify Clippings/common responses.

How to filter and sort conversations

You may want to filter conversations that you’d like to work on Conversocial. Here are a few ways you can do this:

How to look for reviews with a certain keyword

1. Log in to your Conversocial account.
2. Write down your keyword on the search field in the top right corner of the dashboard.
3. Click enter on the search field.
4. If you need further filtering, you can click the Filter Conversation button in the top left corner of the screen, and you can filter based on:
   1. Queues
   2. Tags
   3. Type
   4. Content
   5. Channels
   6. Section
   7. Hold reason
   8. Close Reason
   9. Team members
5. You will see the search results right below the filtering menu.

How to look for reviews in a specific language

Conversocial recognize locale based on the content of the conversation. Therefore, it can only recognize a number of languages. Here are a few that we support right now:

• English (EN)
• Dutch (NL)
• French (FR)
• German (DE)
• Portuguese (PT-BR)
• Russian (RU)
• Spanish (ES)

Here are steps you can take to look for reviews in a specific language:

1. Log in to your Conversocial account.
2. Click on the Filter Conversation button in the top left corner of the screen and click the on the tag option.
3. Check the language code that you’re looking for from the tag option.
4. You will see the search results right below the filtering menu.

How to sort conversations

Conversocial let us sort conversations based on the priority and date creation (oldest/newest). There’s a “Conversation sort order” button just on the right side of the Filter button. Here are the sorting options you can choose:

1. Prioritized first, then Oldest
2. Prioritized first, then Newest
3. Oldest first
4. Newest first

Workflow per case

How to deal with actionable review

• When you see a review that you deemed actionable, you can write your reply in the reply field below the conversation.
• Once you investigate the case, you can either type your own reply from scratch, or use the common responses. To use a common response, you can click on the Insert Clipping button in the bottom left corner of the reply field. Keep in mind that Google Play Store common responses are those that start with PS.
• Once you finish writing a reply, you can click on the Reply+Closed button and select the reasons for closing it. More about that later. You can also choose Reply+Hold if you think you need to hear back from the user.

How to assign a review to yourself

Picking conversations to handle can also be a time-consuming activity. To make it easier, you can also assign conversations to yourself. This will make it easier for you if you want to work on them later. Once you assign a conversation to yourself, it will be removed from the queue and other contributors will not be able to pick up the conversation. More about assigning a conversation later.

How to deal with non-actionable review

You can directly close the conversation as “No need to reply” or “Unrelated”.

How to deal with no-EN conversation

If you find a non-English conversation on the Mozilla - Play Store - Fx for Android priority queue, please move the conversation to the Mozilla - Play Store - Fx for Android all queue.

How to escalate a review

Please assign a conversation to the “Mozilla - Escalate” queue if you see something worth-escalating.

How to stop contributing

If you wish to stop contributing and want to delete your Conversocial account, please email rkelimutu[at]mozilla[dot]com or one of the administrators with the email address you use in Conversocial.

Complete Play Store Support guidelines

If you're really interested in supporting Firefox users on Google Play Store, please follow along these guidelines that will help explain how we do things:

• How to contribute to Mobile Support — an overview of how to get started on Google Play Store Support.
• Mobile Support - How to reply — guidance about when and how to write a reply to a Google Play Store review.
• Mobile Support - Tool overview — an overview of the contribution tool we use in Play Store Support, Conversocial. (You're here!)
• Mobile Support - How to use the tool — a complete guideline on how to use features in Conversocial to reply to a Google Play Store review.