How do I use comment labels?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Description |
Feedback | Enables general feedback across the platform |
Required Permissions:
Provide General Feedback — to apply labels when sending feedback
View Agent Results, 1-2-1s & Feedback — to filter and review feedback by label
Comment labels describe the sentiment of feedback — typically positive, neutral, or negative. They appear as coloured badges in the feedback list, on detail screens, and in reports, so you can see at a glance what kind of feedback has been given.
Your administrator can rename the labels, change their colours, and write the prompt that appears next to them. So you might see "Great work" instead of "Positive", or "Coaching" instead of "Negative".
Step 1: Choose a label when you send feedback
Go to Feedback > General feedback > click Send general feedback.
After selecting your recipients, you'll see a section for each available label, with a text area below. Enter your feedback under the label that best matches the sentiment.
You can use more than one label in a single piece of feedback. For example, you might add positive feedback about a recent call alongside neutral feedback with a process reminder.
You need at least one piece of feedback against one label to save.
Step 2: Save the feedback
Click Save. The feedback appears in the recipient's feedback list with the label shown as a coloured badge.
Step 3: Filter feedback by label
To find feedback with a specific label later:
Go to Feedback > click Review general feedback.
Drill down to the level you want — for example, a team or an individual agent.
Open the filter panel and select the labels you want to see.
Apply the filter to narrow the report.
You can also click directly on a label segment in the chart at the top of the report to filter the table to that label. Click again to clear the filter.
Step 4: Export filtered feedback (optional)
With your filter applied, click the Download link in the top-right of the table to export the filtered list as a CSV file.
Tips
If you can't see a label you expected, your administrator may have deactivated it. Existing feedback with that label still shows up in reports.
Use labels consistently across your team so reports and trends stay meaningful.
Pair labels with topics to slice feedback by both sentiment and subject.