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.

We may also use your email address to contact you about your participation in the program. As always, our use of your email address will be in accordance with Mozilla's 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 you want to work with.
• 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 not 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:

• Contributors - Play Store Support Regular

This is a role for the regular contributors. A regular contributor will be able to see all moderated queues (will be explained later) as well as reply to a review. For quality assurance reason, 10% of the regular contributor's reply will need to be approved before it is submitted to the Google Play Store.

• Contributors - Play Store Support Moderator

This is a role for the contributor moderator. 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 and see all unmoderated queues. As a moderator, they also also have the ability to move conversations from one queue to another.

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

Reviews from non-English locales that we recognized are automatically moved to locale-specific queue. Conversocial recognizes locale based on keywords that we have identified. At the moment, here are locales that we're able to identify in Conversocial:

If you see conversations other than in English or the locales above, feel free to resolve the conversation as "Locale not supported".

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

Conversocial Workflow

Essentially, Conversoial workflow falls under 2 buckets of category:

• Moderation. Moderation is done by the contributor moderator or staff member. To learn more about Play Store support moderation, please see Mobile support - Moderation guidelines.
• Issue handling. This is where we should focus on. Identifying the issue, researching for an answer, and replying to the review.

What to do after we reply to a conversation?

After replying to a conversation, you can either:

• Close the conversation
• Put it as On Hold if you're waiting to hear back from the user, or if you're waiting for someone else to give you more information about the issue that you're researching.

Closing reasons

When you close a conversation, make sure that you choose the appropriate Closing Reason. There are a few options to choose when you have resolved a conversation:

• Bug filed: Bug report has been filed based on the reported message.
• Deleted: The conversation has been deleted and therefore couldn’t be replied.
• No need to reply: Non-actionable items (spam, bot, unrelated topic, troll accounts).
• Resolved: Action has been taken and the issue has been resolved.
• User didn’t respond: Action has been taken but user didn’t respond when we follow up.
• Acknowledged: when a report has been acknowledged by the team (Pocket only)
• Moved to Email: when a conversation is moved to email (Pocket only)

When closing a conversation that couldn’t be resolved, you can use the following options:

• Could not resolve: The issue could not be resolved.
• Language not supported: When a user’s language is not supported.

Conversation status

To check conversations based on their status, you can choose the menu below.

• On Hold: Conversations that have been answered but they’re waiting for more information either from the user or from the internal team. After 3 days, if a conversation hasn’t been able to resolve, it’ll be automatically closed.
• Closing: Conversations that have been resolved (automatically or manually) and are currently in the gracing period before they’re actually closed and can’t be replied to anymore. Normally, the grace period is set for 2 hours.
• Closed: Conversations that have been closed and passed the grace period. Note that we can’t answer a conversation once it’s closed.

Assign a review to yourself

You can assign a conversation to yourself. Once you do that, the conversation will be removed from the queue and other contributors will not be able to pick up the conversation.

How to escalate a review

Please refer to Mobile and Social Support escalation process article to learn more about when and how to escalate a conversation in Conversocial.

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.