Setting up categories, text customization, FAQs, and automation flows in Your voice can be done to personalize the method of anonymous reporting within your company.

Get the most out of Bob

Admins can customize the functions and messaging of Your voice to promote a safe and effective anonymous reporting option for people. Automatically direct cases to the representatives with the relevant skills, knowledge, and responsibilities to handle the case. Customize the messaging about Your voice from the text on the Home page to the reply message.

Ensure your people have the information they need related to policies and guidelines and feel comfortable using Your voice with custom FAQs. Adjust automation flows so your representatives are reminded to manage cases to ensure cases are handled promptly.

How to set up categories

Note: There is already a category called Other that will include all representatives of all other categories. The Other category allows anonymous users to select a general category and any representative they wish. You can hide this option if you’d like, so it is not available to the user as an option of choice. Select the three-dot menu to the right of the Other category, then select Hide

  1. From the left menu, select Settings > Your voice.
  2. Select the Categories tab.
  3. Click + Add New to add a new category.

    Note: To edit an existing category, select the three-dot menu to the category's right. You can rename, edit the representatives or owners, or delete the category.

  4. Enter a name.
  5. Search for representatives, then select the people you’d like assigned to the case category. You can set the same representative to more than one category.
    The people you choose here will make up the list of representatives that the anonymous user may choose when filling out a report.
  6. Mark the checkbox Inform all representatives about any case in this category (optional).
  7. Enable This category has owners to allow specific people to manage this category of cases (optional). They will be informed about any case in the category and can reply or reassign the case.
  8. Click Save, then click Confirm.

How to set up text customization

  1. From the left menu, select Settings > Your voice.
  2. Select the Text customization tab.
  3. Click the three-dot menu from the message or text you’d like to customize, then select Edit.

    Tip: Want to go back to the default text? You can reverse your changes to the Bob default settings by clicking Reset from the three-dot menu and Confirm.

  4. Enter the name of the message and the body of the message.
  5. For Bob’s home text and Redirect message from Bob’s homepage, enter the call to action, which serves as the button/link name.
  6. Click Save.

How to set up FAQs

Two default FAQs are already in Bob and inform users what Your voice is and how it can help. You can create and edit custom frequently asked questions and answers that can help build understanding and trust with your people.

  1. From the left menu, select Settings > Your voice.
  2. Select the FAQs tab.
  3. Click + Add new.

    Note: To edit or delete an existing custom FAQ, click the three-dot menu to the right of the FAQ, then select Edit or Delete, then click Confirm. You can edit and delete custom FAQs.

  4. Write a question and answer.
  5. Add a link name and URL (optional) to provide external resources to your people.

    Tip: Include a link to policies within your company you’ve uploaded to Company docs to support your FAQ. For example, link your organization’s sexual harassment policy to elaborate on company guidelines.

  6. Click Save.

    Tip: You can change the order of custom FAQs by dragging and dropping them into the order you prefer. The default FAQs cannot be reordered.

How to set up automation flows

  1. From the left menu, select Settings > Your voice.
  2. Select the Automation flows tab.
  3. Click the three-dot menu of the automation flow you’d like to customize, then select Edit.

    Tip: Want to go back to the default automation settings? You can reverse your changes to the Bob default settings by clicking Reset from the three-dot menu and Confirm.

  4. For the Reminder to reply, enter the number of days after the case creation to send a reminder to the case representative(s). For the Reminder to archive and Delete archive case data, enter the number of months after the case creation.
  5. Click Save.