Lattice allows admins, survey admins, and managers to collaborate and close the loop on employee feedback with Anonymous Comment Replies.
Before You Start
Admins must first toggle on anonymous replies within the Surveys settings before replying will become available.
Lattice will send a weekly digest that includes new comment assignments or if a comment is awaiting a reply. Learn more in A List of Notifications for Engagement Surveys.
Replying to Anonymous Comments as an Admin
Admins can begin to reply to comments as soon as they start coming in! To reply to a comment:
- Enter your survey and navigate to the Results section.
- Click on the Comments tab. Here you can filter by Assigned to, Reply status, Sentiment, and Response.
- Once you have found a comment that you would like to respond to, click "Reply," respond, and the blue "Reply" to submit.
Once you have sent a reply, the anonymous user will be notified that they received a reply and can continue to respond or mark the conversation as "Complete." The employee will remain anonymous throughout the conversation; however, they will have visibility into the responder.
Repliers can submit a response directly to the employee or type in a private note. Private notes are internal notes that are only visible to admins, survey admins, or, if applicable, Managers and Managers of Managers.
Completing a Conversation
The anonymous user is the only user who can mark a conversation as "Complete." Admins can view these conversations using the filter or by searching for conversations marked as complete. For more information on the employee experience, check out "Viewing and Replying to Anonymous Survey Comments as an Employee."
Assigning a comment
Admins can assign a comment to another survey admin, or if applicable, a manager to respond to. You can assign a comment to the following:
- Employee's Manager
- Individual Survey Admins
- Leave Unassigned
Assigning a comment to a manager
Before an admin can assign a comment to a manager, the admin must share the survey results with the manager via shared view. If the manager has not yet met the anonymity threshold, they will be unable to see results and therefore will be unable to reply.
For more information on the manager experience, check out Replying to Anonymous Survey Comments as a Manager. To see how a reply appears for an employee, check out Viewing and Replying to Anonymous Survey Comments as an Employee.