Conversations is available for customers on all Personio plans. To add Conversations to your plan, contact your Growth Manager. Some functionalities, including Customization, SLAs and certain Analytics features, are only available to customers on the Premium package.
This article provides an overview of the following topics:
What is Personio Conversations?
Conversations is a workplace requests tool in Personio that provides your internal service teams with a centralized place to manage employee requests.
Conversations is designed to streamline and automate the internal support process, thereby enabling your company to manage requests at scale and deliver a positive employee experience.
To access Conversations, go to the main navigation bar in Personio. Conversations will open as a new window.
How Does it Work?
Tip: In Conversations, employees who send requests are called requesters. The members of your internal service teams who receive and manage requests are called experts. Learn about how to manage users here.
Conversations integrates into Slack and Microsoft Teams. This means that your employees can send all of their workplace requests—whether it is a question about payroll, IT equipment, onboarding, or travel—through the communication channels that they are most familiar with. These requests are then transferred to Conversations where they are received and actioned by experts from your internal service teams. Email is enabled by default whereby requests to specific addresses are automatically routed to Conversations.
There are many ways that you can create and respond to requests, as well as functionalities for you to organize and prioritize requests.
What Can I Use Conversations For?
Managing and replying to requests
One of the key features of Conversations is the advanced ability to organize all of your employee requests in one place. This allows you to prioritize, track, and reply to employee requests from a central platform so that you never miss a request and can easily capture knowledge.
You can access all of your requests in the Requests tab of the Conversations dashboard. It is possible to assign requests to different experts and teams, filter requests based on different criteria, and customize how requests are presented.
There are also a number of communication features that you can use when replying to requests, such as internal notes, approvals, forms, and saved replies. These features enable you to save time by processing requests quickly and efficiently. They also allow you to collaborate more effectively with other stakeholders involved in a request.
For an overview of how to manage and reply to requests, refer to the article Manage Requests in Conversations.
The Projects feature allows you to create projects that different teams can collaborate on. This is particularly useful for tasks that involve many teams from the company. For instance, when organizing a team building event, the Office Management team must reserve a space and organize catering, the Finance team must approve a budget, and so on.
A project must be assigned to a team—this is usually the team with the most ownership over the project. For example, a project named “Team Building Event” might be assigned to your company’s HR team. The assigned team can access the project view and see all requests in the project, including who is working on the request and the status. However, they cannot see the conversations within the other team's requests.
Employees with the role of expert can:
- create a new project,
- assign the project to a team or request for it to be reassigned,
- create new requests directly in the project, and
- add existing requests to the project.
In the Outreach tab, you can initiate a new request with a specific person or group of people. Anyone can be a recipient—both internal and external users alike. Replies are stored as requests.
The Outreach feature is particularly useful if you need to start a conversation or raise a query with an employee, a group of employees, or an external collaborator.
When you mention an external collaborator in a request, they are notified via email. Their response is then added as an internal note within the request and is not visible to the requester.
Occasionally, you may need to involve external collaborators in an existing request. For example, you may be using an external service provider for financial matters and need their input within a payroll request. For such situations, you can use the external collaboration functionality in Conversations.
You can involve external collaborators in requests by typing plus + followed by their email address. This is usually done as an internal note, which is not visible to the requester. You can also include an external collaborator in a regular reply, but in this case the requester can see that an external person is involved.
By default, the external collaborator only receives the title and the description of the request and your message. You can choose whether to forward the full context of the request, including all past replies. They will not be able to see the status of the request or metadata relating to the request, nor will they have access to the remainder of the conversation.
You can view team-specific analytics in the Team insights tab. You can use this area to get an overview of your team’s workload and progress.
The Team insights view includes data about new requests, an overview of the current workload, a health check of the team, a requester satisfaction scale, and requests that require attention.
As well as Team insights, you also have access to a wide range of analytics in Conversations. The Analytics tab provides you with an overview of your team’s work in Conversations. This can help you to keep track of requests and improve your reporting capabilities with regards to key performance indicators (KPIs).
The Analytics page displays several charts, each representing one metric. These are:
- Requests created
- Requests resolved
- Time to first response
- Time to resolve
- SLA breach – response time
- SLA breach – resolution time
- Requester satisfaction
You can use the filters at the top of the Analytics page to view the data by team, request category, and assignee. You can also define the date range for the data. Data displayed in the charts is always aggregated, taking the filters into consideration.
It is possible to download a CSV file with all the data, either aggregated or split by category or assignee. You can do this using the Download button at the top right of the Analytics page. This functionality is only available to customers on the Premium Conversations package.
For more information on Personio Conversations, refer to the following articles.