Business Feed message highlights
Highlight visitor message excerpts with business subjects and send them to configured email recipients.
What it is
Business Feed lets eligible desktop users label visitor message excerpts with business subjects. For example, you can flag feedback for the people responsible for a subject. Send Now saves the selected subjects and requests email notification for newly added subjects with recipients.
Who uses it and why
- Operators and supervisors with the Settings, Manager or Developer role flag useful customer feedback from conversations.
- Administrators agree the subject names and recipient lists with Powerfront.
- Powerfront changes the website's Business Feed configuration for you.
Where to find it
In a desktop conversation or its history, click an eligible visitor message passage to open Business feedback. Subjects must be enabled and configured first.
Powerfront manages Settings › General Settings › Business Feed and the related Settings › General Settings › Sentiment options. Ask Powerfront to change these settings for you.
How it works
- Open the visitor conversation and select the relevant message passage.
- In Business feedback, choose one or more subjects under How would you like to report this?
- Select Send Now to save the selection and request notification.
- After saving, INSIDE highlights the passage. Its tooltip lists the attached business subjects.
Notifications use the recipient lists configured for newly added subjects. Selecting subjects and sending notification are distinct operations; saving a highlight does not always mean an email was requested.
If Show train the bot options and the supporting sentiment feature are enabled, Train the bot also offers positive and negative sentiment choices. Choosing one displays the saved sentiment and closes the selector after a short delay. This is manual labelling of the passage.
Configure it
Ask Powerfront to enable Business Feed, create the Business Subject entries and set Send Email Notification to for each one. Recipient lists can be empty when a subject is used only for labelling.
Subject names must contain 3 to 25 characters and must not start or end with two underscores. Recipient addresses are entered as a comma-separated list and checked by the editor.
Ask Powerfront separately about Show train the bot options if you need manual sentiment marking. An operator also needs the Settings, Manager or Developer role for the business-subject list to load. Powerfront manages the configuration screens.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Business Feed | Settings › General Settings › Business Feed | website | Off | Powerfront | Make configured business subjects available for marking visitor message excerpts. |
| Show train the bot options | Settings › General Settings › Sentiment | website | Off | Powerfront | Offer manual positive or negative sentiment marking when the supporting sentiment feature is available. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Business Subject | Settings › General Settings › Business Feed | Yes | Name a subject used to label message excerpts; use 3 to 25 characters. |
| Send Email Notification to | Settings › General Settings › Business Feed | No | Set a comma-separated list of email recipients for that subject. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Load business subjects for use in the desktop message selector. |
| Manager | Load business subjects for use in the desktop message selector. |
| Developer | Load business subjects for use in the desktop message selector. |
Limits and good to know
- The business-subject selector is a desktop feature and applies to visitor messages.
- Business Feed must be enabled and have at least one custom subject available for the normal subject-selection path.
- Reusing an existing subject on the same excerpt does not count as adding a new subject for notification.
- A subject name is a label. Do not assume that creating it automatically detects every matching phrase.
- Manual positive or negative marking is separate from automated sentiment analysis.
- Send Now can email customer message content to the configured recipients. Check the selected excerpt and subject before sending.
Depends on and works with
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Supporting operator roles affect whether business subjects are loaded.
- History and message inspectionRequires
A highlight refers to a visitor message excerpt in a conversation or its history.
- Sentiment and emotionEnhances
Manual sentiment marking can share the excerpt selector.
- Business Feed and Academy reportsRelated
Business Feed reports show subject use by operators and date.
- Tags and conversation dataConfigured by
Business-subject records define the available excerpt labels and their email recipients.
Used by
- Tags and conversation dataRelated
The Business Feed guide explains subject selection, message highlights and notifications.
- Business Feed and Academy reportsEnhances
Business-feed topic activity supplies topic usage counts.
FAQ and troubleshooting
Why do I only select text when I click a message?
The subject selector may be unavailable. Ask Powerfront to check that Business Feed is enabled and subjects exist. Ask a colleague with the Settings role to check your Settings, Manager or Developer role access.
Why are there no subjects to select?
Powerfront needs to configure custom subjects for the website. An operator account also needs the Settings, Manager or Developer role to load the subject list.
Why did no email arrive?
Check with Powerfront that the subject has recipients. Notification applies to newly added subjects when Send Now is used; an existing label is not a request to resend it.
Why are positive and negative options missing?
Those controls depend on separate sentiment options. Ask Powerfront to check Show train the bot options and the supporting sentiment feature.
Can I manage the subject list myself?
Powerfront manages the Business Feed settings screen. Send Powerfront the subject names and recipient changes you need.