Every comment will have a status -
No Actions Required - no alert has been triggered for that comment and no further action is needed.
Pending - an alert has been triggered and action is required. Click here to find out how reply to feedback.
In Progress - an alert has been triggered and the feedback has been replied to but the customer interaction has not been completed yet (may be awaiting for customer permission to engage with them).
Completed - an alert has been sent, the customer has been replied to and the customer interaction has been completed.
You can filter your comments by status here -