Academy coaching and message feedback
Read coaching comments beside the messages they refer to and mark your feedback as read.
What it is
Academy brings together coaching comments addressed to you, with the conversation messages beside them. Managers add feedback to a particular operator message. You can read it in context and mark it as read.
Who uses it and why
- Operators review feedback about their replies and clear their unread comment count.
- Supervisors with the Manager role add message-specific coaching. Where AI scoring is configured, they can also review operator feedback on scores.
Where to find it
Select Academy in the desktop top bar. Managers add comments by clicking eligible operator message text in a conversation or its history.
How it works
To leave coaching feedback:
- Use an account with the Manager role and open the relevant conversation.
- Click the operator message text to open Comment on the message.
- Enter a Comment, then save it.
The comment stays linked to that message and is addressed to its operator. Comments appear as internal manager feedback, not as visitor replies.
To review your feedback, open Academy. It starts with Unread comments. Read the conversation context and select the checkmark beside a comment to mark it as read. Choose All to include your previously read comments. All means all comments addressed to you, not all operators' coaching.
Where available, managers also see Comments and Operator Feedback tabs. Operator Feedback shows operators' agree or disagree feedback on AI scores for the last 30 days. This is a separate review list from message coaching comments.
Configure it
Academy comments need no separate setup screen. A person with the Settings role can review which supervisors have the Manager role under Settings › Account › Operators.
The Operator Feedback tab also needs AI scoring enabled for the website and at least one configured scorecard. Its availability follows the AI scoring feature and the manager's access.
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Comment | Conversation pane › Comment on the message | Yes | Write coaching feedback attached to the selected operator message. |
Permissions
| Permission | Lets you |
|---|---|
| Manager | Add coaching comments to operator messages and view available AI-score feedback. |
Limits and good to know
- The coaching entry point is on desktop operator messages. Visitor messages do not use this comment action.
- Empty comments cannot be saved.
- Clicking a link, image or embedded control in a message keeps that control's normal action rather than opening the comment editor.
- Selecting message text does not open the comment editor.
- Only the recipient can mark their coaching comment as read.
- Reading a coaching comment and agreeing with an AI score are separate actions.
Depends on and works with
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
The Manager role controls adding coaching comments and client access to the feedback tab.
- History and message inspectionRequires
Comments attach to messages and appear with conversation context.
- Conversation history and searchEnhances
Conversation history lets managers add coaching comments to eligible earlier operator messages.
- AI conversation quality scoringEnhances
Configured AI scorecards make operator score feedback available to managers.
- Operator QA and coaching dashboardRelated
Operator QA also shows operator feedback on conversation quality scores.
- Business Feed and Academy reportsRelated
Academy reports show coaching comments and their acknowledgement status.
Used by
- Internal commentsEnhances
Academy presents message feedback and unread notes.
- Business Feed and Academy reportsEnhances
Academy comments and acknowledgements supply coaching report activity.
- Operator QA and coaching dashboardRelated
Academy provides another view of operator feedback on AI scores when available.
FAQ and troubleshooting
Why can I read comments but cannot add one?
Adding coaching comments requires the Manager role. Operators can review comments addressed to them.
Why does Academy say there are no unread comments?
There are no unread comments addressed to your operator. Choose All to check comments you have already read.
Why is the comment still unread after I opened Academy?
Use the checkmark beside the comment to mark it as read. Opening the list alone does not acknowledge each comment.
Can the visitor see a coaching comment?
No. Academy comments appear as internal manager feedback.
Why is Operator Feedback missing?
It is shown to eligible managers when AI scoring is enabled and at least one scorecard is configured. A website without that setup shows the coaching comments view alone.