User Guide
Discussion Management
Learn how to configure and manage public discussions
Discussions are public thread-based boards attached to each form. Anonymous users can create threads and comments, while agents can review, reply, and delete posts from the management screen
Discussion Management Flow
1
Enable Discussions
Check whether discussions are enabled in form settings
- Discussions are enabled by default
- When disabled, public links and public APIs return 404
- The management screen remains available for reviewing past threads or re-enabling the feature
2
Check the Public List
Open the public discussion list and check the thread creation form
- The public URL is /{formId}/{locale}/discussions/
- Pinned threads are shown first, followed by newest threads
- Submitters enter a name, title, and body
3
Respond from the Management Screen
Manage threads and comments from the management screen
- Agents can post comments from the management screen
- Agent posts are shown with a staff badge on the public site
- Unwanted or inappropriate threads and comments can be soft-deleted
4
Review Notifications and Spam Protection
Review notifications and spam protection before launch
- New threads and comments can send email notifications to agents with matching settings
- Public posts are checked by the NG word filter
- Discussions share the same rate-limit cookie as inquiries and messages
Before You Start
- DISCUSSION_MANAGE permission is required to manage discussions
- FORM_SETTINGS permission is required to enable or disable the feature
- Review NG words and rate limiting before accepting public posts
Operational Tips
- Discussions are useful when you want customers to share information publicly
- Agent replies are public posts, so avoid writing internal notes there
- If spam increases, temporarily disable discussions and review settings
What to Do Next
If you publish discussions, also review notification settings and anti-spam settings