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Comment Workflows

Conducky's comment system enables structured communication between incident reporters, response teams, and stakeholders while maintaining appropriate privacy controls.

Overview​

The comment system provides two distinct visibility levels:

  • Internal Comments: Visible only to response team members and event administrators
  • External Comments: Visible to the incident reporter and response team

This dual-comment system ensures sensitive team discussions remain private while keeping reporters informed of progress and resolutions.

📱 Mobile-First Design: The comment system is optimized for mobile devices, as many response team members need to communicate while on-the-go during events.

Comment Visibility Types​

Internal Comments​

Purpose: Team coordination, sensitive discussions, investigation notes Visibility: Response team members and event administrators only Use Cases:

  • Coordinating response strategies
  • Discussing related files and witness accounts
  • Planning follow-up actions
  • Recording investigative notes
  • Team member assignments and task coordination

External Comments​

Purpose: Communication with incident reporters Visibility: Incident reporter, response team members, and event administrators Use Cases:

  • Status updates to the reporter
  • Requesting additional information
  • Explaining next steps in the process
  • Providing resolution details
  • Scheduling follow-up meetings

Comment Interface​

Adding Comments​

Comment Creation Process:

  1. Navigate to the incident detail page
  2. Scroll to the comments section
  3. Choose comment type (Internal/External toggle)
  4. Write your message using the rich text editor
  5. Optionally attach files or images
  6. Submit the comment

Comment Threading​

Comments support threaded conversations to maintain context:

  • Reply to Comments: Click "Reply" on any comment to create a threaded response
  • Thread Visibility: Replies inherit the visibility of the parent comment
  • Thread Collapse: Long threads can be collapsed for easier navigation

Notification System​

Automatic Notifications​

The system automatically sends notifications when:

  • New comments are added to incidents you're involved in
  • Someone replies to your comment
  • Your team is mentioned in a comment
  • External comments are posted (notifies the reporter)

Notification Preferences​

Users can customize their notification settings:

  • Email Notifications: Immediate email alerts for new comments
  • In-App Notifications: Browser/mobile app notifications
  • Daily Digest: Summary of comment activity
  • Team Mentions: Special alerts when @mentioned

@Mentions and Team Communication​

Use @mentions to notify specific team members:

  • @username - Notify a specific user
  • @response-team - Notify all response team members
  • @event-admins - Notify event administrators

Comment Management​

Editing and Deletion​

  • Edit Window: Comments can be edited within 30 minutes of posting
  • Edit History: All edits are tracked for audit purposes
  • Deletion: Only comment authors and event admins can delete comments
  • Soft Delete: Deleted comments are marked as deleted but preserved for audit trails

Comment Moderation​

Event administrators have additional moderation capabilities:

  • Hide Comments: Temporarily hide inappropriate comments
  • Lock Threads: Prevent further replies to resolved discussions
  • Pin Comments: Highlight important updates at the top of the comment list

Team Collaboration Features​

Comment Status Tracking​

  • Unread Indicators: New comments are marked with unread badges
  • Read Receipts: See who has read important comments
  • Comment Counts: Quick view of total comments per incident

Bulk Comment Operations​

For response teams managing multiple incidents:

  • Mark All Read: Clear unread indicators across incidents
  • Filter by Type: View only internal or external comments
  • Search Comments: Find specific discussions across all incidents

Team Handoffs​

When transferring incident ownership:

  • Handoff Comments: Special comment type for documenting transfers
  • Context Preservation: New assignees can see full comment history
  • Notification Chains: Automatic updates to relevant team members

Mobile Comment Workflows​

Quick Response Templates​

Pre-configured responses for common situations:

  • "We've received your report and are investigating"
  • "We need additional information to proceed"
  • "This incident has been resolved"
  • "We're scheduling a follow-up meeting"

Voice-to-Text Comments​

For mobile users in busy environments:

  • Voice dictation support for quick comment entry
  • Automatic transcription with edit capability
  • Hands-free operation for active response scenarios

Offline Comment Drafts​

  • Comments can be drafted offline
  • Auto-sync when connection is restored
  • Draft preservation across app sessions

Comment Security and Privacy​

Data Protection​

  • All comments are encrypted in transit and at rest
  • Comment content is included in regular security audits
  • Access logging tracks who reads sensitive internal comments

Privacy Controls​

  • Internal comments never appear in any external communications
  • Comment visibility cannot be changed after posting (prevents accidental exposure)
  • Reporters cannot see internal comment counts or indicators

Audit Trail​

Complete audit logging includes:

  • Comment creation, editing, and deletion events
  • Visibility changes and access patterns
  • File attachments and downloads
  • @mention notifications and responses

Best Practices​

For Response Teams​

Internal Comment Guidelines:

  • Use internal comments for sensitive discussions
  • Document investigation steps and findings
  • Coordinate team assignments and responsibilities
  • Record decisions and rationale

External Comment Guidelines:

  • Keep reporters informed of progress
  • Use clear, professional language
  • Provide specific next steps when possible
  • Respond within established timeframes

For Event Administrators​

Comment Oversight:

  • Monitor comment quality and appropriateness
  • Ensure timely responses to reporter questions
  • Review internal discussions for completeness
  • Maintain professional standards in all communications

Team Coordination:

  • Use @mentions for urgent situations
  • Pin important updates for visibility
  • Archive resolved discussions to reduce clutter
  • Train team members on comment best practices

Troubleshooting​

Common Issues​

Comments Not Appearing:

  • Check your notification settings
  • Verify you have the correct permissions for the incident
  • Refresh the page to sync latest comments

Notification Problems:

  • Confirm email address is verified
  • Check spam/junk folders for comment notifications
  • Update browser notification permissions

Mobile Display Issues:

  • Update the mobile app to the latest version
  • Clear browser cache for web-based access
  • Check internet connection for comment sync

Getting Help​

For comment system issues:

  1. Check the Troubleshooting Guide
  2. Contact your event administrators
  3. Submit a support request through the help system

💡 Pro Tip: Use the comment system's search functionality to quickly find previous discussions about similar incidents, helping maintain consistency in your response approach.

Screenshots Needed​

The following screenshots would enhance this documentation:

  1. Comment interface overview - Split view showing internal vs external comment sections
  2. Comment type selector - Toggle interface for choosing comment visibility
  3. Threaded conversation - Example of reply chains and threading
  4. @mention functionality - Showing team member mentions and notifications
  5. Mobile comment interface - Optimized mobile view for quick responses
  6. Comment moderation panel - Admin controls for managing comments
  7. Notification settings - User preferences for comment alerts
  8. Comment search interface - Finding specific discussions across incidents