Frequently Asked Questions (FAQs) for Conversation Recipients (Managers) of WorkInConfidence

  • Updated:
  • / Author: Neil Thompson
Here are some common questions we are often asked by the Conversation Recipients (Managers) about the system. If you have any further questions, please contact support at support@workinconfidence.com.
Why me?
You have been chosen by your organisation because they believe you are one of a number of people whom will be able to respond appropriately to a concern or idea raised.
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But I’m not a Manager!
You don’t have to be a “manager” within your organisation to be a Conversation Recipient within WorkInConfidence platform. It is a way, within the system, of identifying you as someone who is able to respond to concerns or ideas raised.
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How do you protect my identity?
Please see here for information on privacy for Individuals.
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I have been assigned a responsibility to respond to Conversations raised via the platform. What do I do now?
To get started you will first need to activate your account. You can also access Manager’s User Guide and download Managers Getting Started Guide to learn more about the WorkInConfidence platform and your responsibilities as a Conversation Recipient.
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What if I don’t know how to resolve the concern?
That’s absolutely fine and there is an option for you to request to transfer the conversation to another manager within your organisation who may be better able to assist. You can learn how to do so HERE.
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I am a new Manager in the organisation, and wondering whether you may have some tips on responding to the ‘conversations’ raised to me?
In order for you to handle the feedback raised effectively, we’ve provided some Hints & Tips for Conversation Recipients (Managers) on Textual Conversations that can be found HERE. You can also access helpful videos on handling feedback under the ‘Video resources’ further on this page, or directly on our YouTube Channel.
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Won’t I be inundated?
WorkInConfidence is being used across a wide variety of organisations and in our experience, this has definitely not proven to be the case. In fact those that raise concerns or ideas do so with a positive intention and genuine desire for resolution.
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What if it’s me that wants to raise a concern. Can I start a conversation too?
Absolutely! You aren’t only registered as a “manager”, you are registered as a regular “user” too! So, you can simply start a new conversation and select the most appropriate other “manager” within your organisation to respond. See our guide on using WorkInConfidence as a user for more details.
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I don’t know how to set this up – I’m not very technically minded!
You don’t have to be. We have a number of options to help you get started all of which are linked to on this page. Watch our system overview video in the ‘Video Resources’ section on this page, read the Getting Started Guide, check out our user guide or get in touch with us at help@workinconfidence.com in case of any additional questions.
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I’ve forgotten my password. What do I do now?
You can read more about changing your password here.
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How can I make sure I won’t miss the Conversation submitted for my attention?
By default, all notifications about a Conversation raised will come to you by email, however, email delivery can be variable and once it has left WorkInConfidence, it is outside of our control. So, in addition to email, you also have the option of adding your mobile number so that you can receive the notifications by text message (SMS) too. You can find more details on how to set text notifications HERE.

Please also be aware that the administrators of the WorkInConfidence system will receive notifications of when a conversation has been escalated and is overdue, and may also contact you directly to bring your attention to this matter. It is worth noting at this point, that WorkInConfidence team will also be notified about ‘open conversations’ and may also get in touch with you directly to verify the status.
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Can I change the CATEGORY associated with a conversation as it doesn’t accurately reflect the actual topic raised?
Yes, you can. To change a category open the conversation that you wish to change and at the top, just under the subject, you will see a category drop down. This will initially show the current category selected. Select the new category from the drop down list and click the Save button. More details can be found HERE.
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I believe I am not the right person to deal with a conversation. Can I transfer it to another Manager who, in my opinion, is more suitable to address the feedback provided?
Yes, there is an option to ‘transfer the conversation’. Having said that, in order for such a transfer to succeed, the sender of the conversation must agree to the transfer. You will learn how the transfer process works HERE.
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I need to share the details of a complicated conversation with the Leadership Team. Is there a way to download a copy of such conversation?
If your Admin has manager actions turned on on the WorkInConfidence platform, you, as a Manager (Conversation Recipient) can download a PDF copy of each of your conversations and share them accordingly. Having said that, please be mindful of the fact that although the conversation is anonymous, it can only be shared in order to address the feedback provided. You can learn how to do this HERE.
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I would like to add some notes that are not visible to the person who raised a ‘conversation’ for my attention to make sure I am tracking the progress within the tool – can I do that?
Yes, you can. There’s an option called Manager Actions that allows the receiving Manager (aka Conversation Recipient) to enter some notes detailing the steps taken in investigating the topic raised by the user. This might be details of conversations and meetings held, information from HR or other actions. In addition to notes, you can also upload documents relating to the issue. You can learn more about ‘Manager Actions’ HERE.
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It is possible for me to flag an inappropriate conversation?
While we hope that using WorkInConfidence platform is seen as a positive thing, you may feel that some conversations are inappropriate. This section shows you how you can deal with conversations that fall outside of acceptable usage.
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I am going on annual leave and won’t be able to answer the conversations submitted to me during this time. Can I notify the requestor about this fact?
Yes, you are able to turn on Out of Office notification directly on the WorkInConfidence platform (which is separate to the OOO by your email provider). You can find more details on how to apply your WorkInConfidence Out of Office here.
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I was informed by the Admin that there is still an open conversation assigned to me that I believe was already addressed. What shall I do in such a case?
Conversations can be closed by either the Sender or the Recipient. If, however, the conversation has not been closed by any of the parties involved, it will show on the Admin escalation report. When you know the conversation has already been addressed and a matter raised resolved, just click on the ‘Close conversation’ action tick option after you have added your comments.
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I am leaving the organisation and want to make sure I won’t receive any more conversations for me to address. How can I do this?
First of all, it is advisable for you to set your WorkInConfidence Out of Office stating that you will be leaving on a <date>, if known. Turning this on will ensure you no longer receive new conversations. For any already open conversations, you should either close these or start the transfer process to another manager.
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Need more help? If you'd like help or support on any feature of WorkInConfidence then please get in touch by either creating a new support ticket, sending an email to support@workinconfidence.com or using the chat function in the bottom right of the page.

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