Feedback

What it does

Behaviours, not fields. Choosing between two modules is choosing between these.

What people said, in their words, which is what changes a mind in a meeting when a percentage does not.

Gathers from every channel into one stream, so comments stop vanishing into inboxes.

Sentiment is recorded but the sentence is kept, because the phrasing is the useful part.

How it works

1
Comments arrive from every channel and land in one stream, newest first.
2
The wording is kept verbatim, because the phrasing is what makes it usable in a decision.
3
Sentiment is a tag rather than a number, since a five-point scale on four comments is false precision.
4
Recurring themes surface by repetition rather than by classification.

Best for

Activity, audit trails, "what changed since I last looked".

Not the right choice for

The current state of anything — a feed is history.

What a row holds

Every field, and what the agent listens for to fill it — which is the difference between a page you type into and one that fills itself.

Field	Type	Filled from
Whenrequired	date	When it was said. Drives the ordering.
Channelrequired	text	Where it came from — chat, email, in person. Different channels attract different comments.
Commentrequired	longtext	The words themselves, verbatim. Paraphrasing loses the useful part.
Sentiment	choice	Positive, Mixed, Request or Confusion. A tag, not a score.

What it does not do

A module chosen for something it cannot do costs more than one that was never offered.

No automatic theming or clustering. Reading them is the work.
No reply or resolution tracking — this records what was said, not what was done about it.
Sentiment is coarse on purpose, which means it cannot be trended.
Volume is self-selected, so it over-represents the very happy and the very annoyed.

Before it works

What you have to provide, if anything.

Nothing. It fills from conversations the agent is already having.
Pair with Surveys when you need a representative answer rather than a vivid one.

In practice

A business collecting comments in three inboxes and remembering none.

“Somebody said they could not tell whether the subscription auto-renews.”

What was said to the agent

What the agent built

A feedback entry with the channel, the wording and a sentiment tag.

What changed

It was a wording problem on one page, findable only in a customer own words. Two similar comments the same week made it the priority.

Better with

These do a different job on the same data. An agent can have all of them.

SurveysLive

You need to know what a group thinks and one conversation would not be representative.

FAQLive

Visitors ask the same handful of things — hours, delivery, pricing, whether you do X — and the answers should be identical on the page and in the chat.

Knowledge baseLive

Support questions have real depth and answering each one from scratch in chat is slow and inconsistent.

Who uses this page

Restaurant

Answers the menu, the allergens and the opening hours — in every language your guests speak.

Online shop

Answers sizing, stock and shipping — the three questions that lose a sale.

SaaS support team

Answers from your real documentation, and escalates the rest with context attached.

Customer success team

Catches the questions that become churn, and tells you which accounts are quietly stuck.

Questions

What data does the Feedback page use?

It reads note records the agent has collected. Incoming comments. Nothing has to be imported first — the page appears once there is something to show.

Do I have to build or configure it?

No. You describe what you need in a sentence and the agent chooses the view and fills it. Custom pages exist for the cases no built-in view covers, and those are reviewed before they go live.

When is a feed the wrong choice?

The current state of anything — a feed is history. It is best for: activity, audit trails, "what changed since I last looked".

Does it stay up to date?

Yes. The page is a view over the data rather than a copy of it, so anything the agent learns afterwards shows up without a rebuild or a re-import.