How do I provide general feedback for a colleague?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Technical Name | Description |
Feedback |
| Enables feedback functionality |
Required Permissions:
Provide General Feedback (
feedback.provide.general) — to send feedback to colleagues
Sending General Feedback
Go to Feedback > General feedback tab > click Send general feedback.
On the send feedback screen, you can:
Select the feedback topic from the list of general feedback topics configured in Feedback settings. If only one topic exists, it may be pre-selected. If no topics are configured, this step is skipped.
Select the recipient or recipients you want to receive the feedback. You can send feedback to one person or as many people as you wish. Recipients can be anyone in any role — choose from:
* Agents — select individual agents by name * Non-agents — select managers, supervisors, administrators, or other non-agent users * Groups — select a group to send feedback to everyone in that group * Roles — select a role to send feedback to everyone with that role
Add feedback with sentiment labels. You'll see options for "positive", "neutral", and/or "negative" sentiment feedback. These three sentiment options help you classify feedback to focus and prioritise coaching interventions. In feedback settings, you can configure the words and phrases used to elicit general feedback.
Select other people to notify about the feedback. Add as many people as you like by clicking their names in the dropdown.
Click Save to submit your feedback. If sending to multiple recipients, a progress bar shows the status. Click Reset to clear the form and start over.
Depending on the notification settings configured for your account, the recipient (and any additional people you have copied in) will be notified automatically via a system notification and/or an email.
Sharing Positive Feedback to Slack or MS Teams
If your account is integrated with Slack or MS Teams, you'll be prompted to share positive feedback in a channel. As soon as you enter positive feedback, the option to share to a channel appears at the bottom of the feedback modal.
Tips
Be specific — explain what the person did well or what could be improved.
Feedback is sent immediately and cannot be unsent, so review before clicking Save.
When selecting groups, remember that all agents in that group will receive the feedback.