How do I use the comment review workflow?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Description |
Feedback | Enables general and quality feedback across the platform |
Required Permissions:
View Agent Results, 1-2-1s & Feedback — to access the feedback review pages
Marking feedback as reviewed is available to non-agent users (managers, team leaders, supervisors, administrators). Agents do not see the review controls.
The comment review workflow lets managers track which feedback they've seen and acted on. Marking feedback as reviewed records who reviewed it and when, so you and your peers can see at a glance what's already been picked up. It works the same way for both general and quality feedback.
Reviewing feedback simply records that you've seen it. It doesn't change the feedback or notify the recipient.
Step 1: Open the feedback review page
Go to Feedback > click either Review quality feedback or Review general feedback.
This opens the report at the level you have access to. From here you can drill down through your organisation, teams, or individual users.
Step 2: Find feedback awaiting review
Click the magnifying glass next to a team or user to open the detailed analysis. Below the reporting period summary, you'll see the feedback table.
To focus on items still to review:
Open the filter panel and select Not reviewed.
Or click the Reviewed bar at the top of the chart to toggle between reviewed and not-reviewed views.
If you don't see any feedback, widen the reporting period using the date filter.
Step 3: Mark feedback as reviewed
To mark a single item:
Tick the checkbox to the left of the feedback row.
Click Mark as reviewed in the action bar that appears at the top of the table.
To mark several items at once:
Tick each checkbox you want, or use the checkbox in the table header to select all unreviewed items in view.
Click Mark as reviewed to apply to your selection.
To clear a selection without saving, click the X in the action bar or untick the header checkbox.
Step 4: See review history
Each piece of feedback shows the profile picture or initials of every user who has reviewed it. Hover over an avatar to see the reviewer's name. If more than three people have reviewed a piece of feedback, the avatars stack to save space.
You'll see three states:
No avatars, checkbox active — no one has reviewed this feedback yet.
One or more avatars, checkbox still active — others have reviewed it but you haven't.
Your avatar shown, checkbox disabled — you've already reviewed this one. Multiple reviewers can mark the same feedback.
Step 5: Report on reviewed feedback (optional)
To export review data:
Apply your filters (date range, reviewed status, labels, topics, authors).
Click the Download link in the top-right of the table.
The CSV includes a Review Count column showing how many reviews each piece of feedback has, where 0 means no reviews.
Tips
Use bulk selection to keep on top of high-volume feedback.
Reviewing regularly helps avoid stale lists that are harder to triage later.
Pair the review workflow with date and label filters to focus on the feedback that matters most this week.