The following feature flags are required to use this feature:

Acknowledging feedback isn't permission-gated — only the recipient can acknowledge their own feedback, and they need access to the platform to do so.

Depending on the notification settings configured for your account, a recipient may be notified about feedback via an in-app message, an email, and/or a Slack or MS Teams message.

Evaluators can add quality feedback during an evaluation. As soon as the evaluation is published (and not before), the agent receives a notification that they have new quality feedback.

The agent can access that feedback by clicking the View feedback button or link in the notification, or by clicking the Please acknowledge link against any feedback in their feedback list.

Either route opens the acknowledgement screen, where the recipient can respond.

Once acknowledged, the feedback originator is notified and the feedback is updated with an icon — a head-and-shoulders icon indicates the feedback was discussed face to face, a screen icon indicates it was acknowledged without a direct discussion. This keeps the process transparent.

Note: Some feedback labels have an SLA (Service Level Agreement) deadline for acknowledgement. Check with your administrator if you're unsure about acknowledgement requirements.

The process for acknowledging general feedback works the same way.