Participate in a Conversational Listening Event

A conversational listening event gives you the opportunity to share feedback through a natural, chat-style conversation. You participate in this experience using the Conversational Listening Agent, which guides the discussion and helps you express your thoughts in your own words. Instead of completing a traditional survey, you engage in an interactive dialogue focused on your experiences, perspectives, and what matters most to you.

Note: The Conversational Listening Agent is currently available for exit surveys only.

This article walks through:

• Access the Event
• Return to a Partially Completed Conversation
• Start the Conversation
• Share Your Feedback
• Skip Questions
• End the Listening Event Early
• Complete and Submit the Listening Event

To view an overview video:

• Overview Video

Access the Event

You can access a conversational listening event from any device, including a desktop computer, laptop, tablet, or mobile phone. Simply click the link in your invitation email to begin.

1. Open your invitation email. 

2. Click the link for the listening event.

The chat interface opens and welcomes you to the conversation.

Return to a Partially Completed Conversation

If you close your browser or navigate away from the listening event before the conversation is complete, you can return to it later. When you access the link again, a Welcome back message appears and gives you the option to continue where you left off.

This can happen if you:

• Close the browser

• Refresh the page

• Navigate away and return

• Re-click the link in your invitation email
  
  

Your progress is saved until you choose to end the conversation or until the full conversation is complete.

Start the Conversation

You click Start Chat to begin the conversation. If you have already started the conversation and return later, you will see a Welcome Back message, in which case, you will click Continue Conversation. 

• The Conversational Listening Agent presents the first question relevant to your exit experience.

• Type your response in the Message Agent box and then press Enter to submit your response.

Most conversations take about 5 to 10 minutes, depending on how much detail you choose to share.

Share Your Feedback

The agent guides the conversation by asking questions about your experiences and your reasons for leaving. You can respond naturally, using short phrases or longer explanations. Choose whatever feels most comfortable to you.

Based on what you share, the agent may ask additional questions to understand your experience more fully. For example:

• “Could you tell me what part of the workload made this especially challenging for you?”

• “Could you share a recent example that shows how this affected you?”

Follow-up questions help the agent gather context so your organization receives meaningful insights. The number of follow-up questions varies depending on how much information you provide.

Once a topic is complete, the agent thanks you for your thoughts and moves to the next subject. 

Skip Questions

If there is a question you prefer not to answer, you can skip it by clicking Skip Question or typing something like:

• skip

• I’d rather not answer that

• next

The agent will acknowledge your request and continue with the next topic.

End the Listening Event Early

You can end the conversation at any time by clicking End Conversation (top right) or typing something like “I’m done.” Your responses up to that point will be saved. If you choose to end the conversation through End Conversation, you will not be able to return later. If you simply close your browser or navigate away, you can resume the conversation when you return to the link.

1. Click End Conversation.

A confirmation message appears.

2. If you want to continue the conversation, click Go Back.

3. If you are certain you want to end the conversation, click End Conversation.

Complete and Submit the Listening Event

The agent guides you through the entire experience and always gives you the option to skip a question or end the conversation early. When you reach the end, the agent confirms that the conversation is complete and displays a Close Conversation button.

1. Type your responses in the Message Agent box and press Enter to move to each new question.

2. Skip questions you don’t want to answer by clicking Skip Question.

3. When you reach the end of the conversation, click Close Conversation to submit your responses and end the session.

Overview Video