Conversations is available for customers on all Personio plans. To learn how to upgrade to Conversations, read our Help Center article How to manage your plan. Alternatively, head to the Find Answers section in Personio via Help > Support and Updates > Find Answers and contact your Customer Growth Manager. Some functionalities, including custom request statuses, SLAs, and certain Analytics features, are only available to customers on the Premium package.
This article provides a general overview of Personio Conversations.
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 allows you to:
- Streamline and automate the internal support process.
- Manage requests at scale.
- 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?
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 more about how to manage users in Conversations.
You can integrate Slack or Microsoft Teams with Conversations. Email is enabled by default whereby requests to specific addresses are automatically routed to Conversations. 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. Learn more about how employees in your company can submit a request using Conversations.
These requests are then transferred to Conversations where they are received and actioned by experts from your internal service teams. Many employee requests can be answered using our AI-Powered Answers feature, which automatically resolves requests using articles that you have compiled in the Knowledge area.
What can I use Conversations for?
Managing and replying to requests
You can use Conversations to organize and reply to all of your employee requests in one place. To access your requests, go to the Requests tab to the left of the Conversations dashboard.
Refer to our article Manage employee requests in Personio Conversations for information on organizing requests, managing notifications, using Conversations from within Personio, and creating custom request statuses.
Learn how to respond to employee requests effectively and about the communication features that are available.
The AI-Powered Answers feature allows you to save time and increase employee satisfaction by providing automated answers to routine employee requests.
With the AI-Powered Answers feature, you can do the following:
- Build an internal knowledge base within Conversations.
▶︎ Create new articles within the Knowledge area.
▶︎ Import articles from your existing knowledge solution.
▶︎ Save answers as articles so that other experts can use them.
▶︎ Use existing articles in replies.
- Automatically resolve common requests via an AI-powered chatbot.
▶︎ Set up targeting so that the right articles are suggested to the right requesters.
▶︎ Use employee feedback to train the algorithm to provide better suggestions.
▶︎ Test article suggestions in order to improve content where necessary.
For more information, refer to our article The Knowledge area in Conversations.
The Projects feature allows you to group related requests into projects. This is useful for tasks that involve many requests, for example, organizing a company-wide team event. By adding requests to a project, you will have an overview of everything that needs to be done and can keep track of progress.
Each project must be owned by one team. Members of this team can:
- Access the project in Conversations.
- Create new requests directly in the project.
- Assign existing requests to the project.
- See an overview of all of the requests in the project, who is working on them, and their status.
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.
You can tag external collaborators in requests by typing plus + followed by their email address. They will be notified via email and their response will be added as an internal note that is not visible to the requester.
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. The external collaborator 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.
When you tag an external collaborator in a request, it is best practice to use the internal note function, which is not visible to the requester. If you tag an external collaborator in a regular reply, the requester can see that an external person is involved.
You can view team-specific insights 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 regarding 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
Requester satisfaction is currently only available when using Conversations in Slack. It is not possible to collect data on requester satisfaction via email or Microsoft Teams.