Review and moderate feedback responses

Answers land in the Feedback workspace. It lists every response with its score, what it was about, and the conversation it came from, and you can narrow it by form, score, date or what it's linked to.

Read a response

Open a row to see the private answers in full, along with the customer, the form they answered and anything the response is linked to — an order, an appointment, a membership, a Journey.

Private answers are only fetched when you open a response, so browsing the list never puts a customer's words in front of someone who didn't ask for them.

Received through** describes how the response was collected. **Requested feedback

includes invitation links sent by your team or automatically. The Request field identifies the recorded producer, such as Automatic request or Staff request. If that information was not recorded, Qcom leaves it out rather than guessing.

Close it once you've dealt with it

A low score is flagged so it doesn't get lost. When you've handled it, close the response and add a note saying what you did. The note stays on the response for whoever looks next.

Closing doesn't hide anything or tell the customer anything — it's how your team says this one has been seen to.

<!-- image-needed: feedback-response-public-review.png - An open response showing the public review section awaiting a decision -->

Decide what goes public

A public review is separate from the private answers. Two things have to be true before anyone else sees it: the customer agreed when they answered, and you approved it afterwards. Neither on its own is enough.

• Publish review shows it publicly.
• Reject review refuses it and it stays private.
• Withdraw review takes a published one back down.

Every decision keeps a moderation note, so a later reader can see why a review was refused or pulled.

Requests needing review

Some requests reach the customer but never confirm they arrived. Those gather in Requests needing review at the top of the page, so you can follow one up by hand rather than assuming it landed.

When you can't act on a response

It's already closed. Nothing more to do — closing is final for that response.

There's no public review to decide on. The form didn't ask permission to publish, or the customer said no. Nothing was collected to moderate.

You don't have permission. Closing responses and moderating reviews need support permission; choosing forms for Catalog types, categories and items needs Catalog permission. Ask a workspace owner or admin.

On mobile, use the filter button beside the feedback tabs. Open Feedback type, Received through or Linked records to change a selection, then choose Show results. Clear filters removes the draft selections. The yellow action row opens Requests, Forms and Reviews.

Related

• Collect customer feedback
• Build a feedback form
• Why a feedback request wasn't sent