Lattice allows admins, survey admins, and managers to collaborate and close the loop on employee feedback in Engagement, Onboarding, and Exit surveys with Comment Replies.
Before You Start
- Admins must first toggle on Comment Replies within the survey's 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.
- For Engagement surveys, the employee will remain anonymous throughout the conversation; however, they will have visibility into the responder. Responders will have visibility into the employee for Onboarding and Exit surveys only.
Replying to 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 employee will be notified that they received a reply and can continue to respond or mark the conversation as Complete. In Engagement surveys, the employee will remain anonymous throughout the conversation; however, they will have visibility into the responder.
Private notes
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.
Complete a Conversation
The employee 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 Survey Comments as an Employee."
Assign 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:
- Yourself
- Employee's Manager
- Individual Survey Admins
- Leave Unassigned
Assign 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. For Engagememt surveys, 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 Survey Comments as a Manager. To see how a reply appears for an employee, check out Viewing and Replying to Survey Comments as an Employee.