How do I use comment topics?
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 choose a topic when sending feedback
View Agent Results, 1-2-1s & Feedback — to filter and review feedback by topic
Topics describe what feedback is about — for example "Communication Skills", "Product Knowledge", or "Customer Empathy". Topics only apply to general feedback. Quality feedback given during evaluations does not use topics.
Topics are different from labels. Labels describe the sentiment (positive, neutral, negative). Topics describe the subject. You can use both together to organise feedback in two dimensions.
Step 1: Pick a topic when you send feedback
Go to Feedback > General feedback > click Send general feedback.
At the top of the form, you'll see the Select feedback topic dropdown:
If your administrator has set up multiple topics, choose the one that best fits your feedback before you save.
If only one topic is configured, it may be pre-selected for you.
If no topics are configured, the dropdown isn't shown and you can skip this step.
Step 2: Finish and send the feedback
Add your recipients, write your feedback against the relevant labels, and click Save. The topic is stored against the feedback and appears alongside it in reports.
Step 3: Browse feedback by topic
To see feedback for a specific topic:
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 one or more topics.
Apply the filter to narrow the report.
The detailed analysis screen also shows the topic next to each piece of feedback, so you can spot patterns without filtering.
Step 4: Export filtered feedback (optional)
With your topic filter applied, click the Download link in the top-right of the table to export the list as a CSV file.
Tips
Choose a topic that's specific enough to be useful in reporting but broad enough to be reused across feedback.
If a topic you used previously is no longer in the dropdown, your administrator may have deactivated it. Existing feedback against that topic still appears in reports.
Combine topic filters with label filters to find, say, all negative feedback about Communication Skills.