Listeners and the Studio Inbox

What arrives here

Everything a listener sends in lands in Studio Inbox:

• email to the address set in Settings
• your website's own forms
• phone calls you log by hand

Most people who get in touch are not in trouble. Four of the seven kinds of message come from somebody pleased with the station. So the queue leads with what people want, and a priority appears only once something is actually wrong.

Replying

Open the ticket and scroll to the reply box. The two buttons do different things:

• Send by email emails them from the station address, with the ticket number in the subject. Their reply comes back onto the same ticket.
• Just record it notes what you already said on the phone. It sends nothing.

Both ask who is replying. Your computer remembers it, so you type it once. The thread has to say who answered, just as a decision in Settings says who made it.

A long reply shows only what the person wrote this time. Press Show signature and quoted text for the rest. Nothing is deleted.

Logging a phone call

Choose Log a contact. It looks for an existing listener by phone, email or handle before making a new one, so the eleventh call from the same number lands on the same person.

Matching never uses the name. Two people can share a name; nobody shares a cell number.

Listeners

Studio Inbox is what somebody said. Listeners is who they are: town, birthday, favorite band, favorite genre.

Celebrations shows whose birthday it is today, for the morning show. An age appears only when the year is known.

Most people give a day and a month and nothing else, and that is fine. A wrong age read out on air is worse than none, so an age is never guessed.

Birthdays accept 3/14, 03-14, 3/14/1985 or 1985-03-14.

The What they listen to card counts the answers people have given. Click any answer to see who gave it.

Turning a listener into a lead

If somebody writes in about advertising, see From stranger to advertiser.

What does not become a ticket

Most of what lands in a station mailbox is automated. Mail that bulk senders mark as automated is dropped, and the website's own admin notices are filtered out by subject.

If real listener mail ever goes missing, check that filtering first. It leans toward keeping things, but it is the only thing between the mailbox and the Studio Inbox.