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The response detail drawer

Clicking View on a row (or the row itself) in the Response Console opens the response detail drawer — the full picture of a single response. It gathers everything about that response in one place: who it came from, what they answered, any alerts it raised, the edit history, and your team's notes.

Header summary​

At the top you'll see the response's key facts:

  • Survey — which survey was answered.
  • Channel — Web, Email, SMS, IVR, or Embedded.
  • Agent — the colleague the response is attributed to, if any.
  • Received — when it arrived.
  • Status — Complete or partial.
  • Sentiment — the overall positive / neutral / negative read of the free-text answers.

Alerts raised​

If the response triggered any alerts (for example, a detractor score), they're listed here as pills showing the alert kind and its current status — so you can see at a glance whether follow-up is outstanding.

Answers​

Every question in the survey is listed with the customer's answer. Each answer shows:

  • The question prompt.
  • A type badge (NPS, CSAT, text, and so on).
  • A sentiment badge on free-text answers where one was detected.

By default the drawer is view-only — you can read everything without any risk of changing it.

Editing and amending answers​

When you need to correct a response (a mis-keyed score, a typo from manual entry):

  1. Click Edit response in the top-right. The label changes to show you're now Editing.
  2. Each answer becomes an editable field — a number box for numeric questions, a text box otherwise.
  3. Change a value and click Save for that answer.
  4. Click Done editing when finished.

Redacting personal information​

For free-text answers that appear to contain personal information — an email address, a phone number, or a long account/card number — a Redact PII button appears next to the field. Clicking it removes the sensitive text. This is the safe way to honour privacy requirements without deleting the whole response. Redactions are recorded in the amendment history.

Custom data​

If the response carried custom data (extra context passed in when the survey was sent, such as an order reference), it's shown here. In view mode it's read-only; in edit mode you can amend it as JSON and Save custom data.

Amendment history​

Every change you make to a response is logged. The Amendment history section shows each edit as old value → new value, along with who made it and when. You can Export CSV of the amendment history for audit or record-keeping. This gives you a complete, accountable trail of how a response has changed since capture.

Notes​

The Notes section is your team's running commentary on the response — useful for case-handling and follow-up.

  • Existing notes are listed with their author and timestamp.
  • To add one, type into the Add a note… box and click Add.
tip

Notes are a great place to record what you did about a piece of feedback — "called the customer back, issue resolved" — so the next person to open the response has the full story. You can also filter the console to responses With notes using the filter bar.

Closing the drawer​

Close the drawer to return to the console; your place in the list and your filters are preserved.

Next​