# Academy coaching and message feedback

Read coaching comments beside the messages they refer to and mark your feedback as read.

*Release 3.3 · operator, supervisor*

**Top bar › Academy** · **Conversation pane › Operator messages**

## 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:

1. Use an account with the **Manager** role and open the relevant conversation.
2. Click the operator message text to open **Comment on the message**.
3. 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

### This feature uses

- **Requires** [History and message inspection](CON-016.md): Comments attach to messages and appear with conversation context.
- **Configured in** [Roles and permissions](ADM-008.md): The Manager role controls adding coaching comments and client access to the feedback tab.
- **Works better with** [Conversation history and search](CHAT-024.md): Conversation history lets managers add coaching comments to eligible earlier operator messages.
- **Works better with** [AI conversation quality scoring](AI-029.md): Configured AI scorecards make operator score feedback available to managers.
- **Related** [Operator QA and coaching dashboard](REP-031.md): Operator QA also shows operator feedback on conversation quality scores.
- **Related** [Business Feed and Academy reports](REP-028.md): Academy reports show coaching comments and their acknowledgement status.

### Used by

- **Enhances** [Internal comments](CHAT-014.md): Academy presents message feedback and unread notes.
- **Enhances** [Business Feed and Academy reports](REP-028.md): Academy comments and acknowledgements supply coaching report activity.
- **Related** [Operator QA and coaching dashboard](REP-031.md): 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.