In most cases, the Support section is used for members who have support issues, but moderators can write private support messages to members as well.
- From Communication Center > Support, click the + button at the top.
- Enter the username of the member you want to send a message to. As you type, matching usernames display. Select the username and click the + button to add the user. Continue for all members you want to message. You can send the same message to multiple members. This doesn’t create a group message but sends the same message to each member’s support thread, where it becomes an individual message between the member and moderators. The ability to send the same message to multiple members can be helpful if you need to remind 10 members to take a survey, for example.
- Select a Topic. You can choose from existing Topics created in the Settings tab or you can create a custom Topic.
The custom Topic does not create a new general topic in the Communication Center > Settings tab. This new topic is more for your moderation purposes, but it does display to the member, so make sure to keep the wording appropriate. For example, you could call the topic, “Summer Survey Reminder” if you are reminding a member to take a survey.
- Continue to the Message text area to compose your message. You can also choose to add a Follow-Up Action or Assign message replies to a moderator.
When these options are selected, replies from a member to this message will be assigned to the selected moderator with the follow-up action selected as well. - When ready to send the message, click the Post button. The message will be sent to the members. Members will receive an email notification when a new message from a moderator has been sent depending on their notification settings.