Moderation
Keep your public portal clean — review posts and comments before they go live, park AI-processed integration posts for review, and anonymize users when needed.
Why Moderation Matters
A public feedback portal is a magnet for everything from genuine product ideas to spam, off-topic complaints, and the occasional sensitive customer story. ProductBridge gives you four independent moderation controls — found at Settings → Organization → Moderation (the page is titled Moderation & Permissions) — so you can pick exactly how much friction is appropriate for your community.
| Control | What It Does | Default |
|---|---|---|
| Require approval for posts | New posts and post edits require admin approval before going public | Off |
| Require approval for comments | New comments and comment edits require admin approval before going public | Off |
| Enable AI moderation queue | Parks posts arriving from integrations (Intercom, Zendesk, Trustpilot, etc.) for manual review before publishing or auto-merging | Off |
| Hide user identities | Replace user names and avatars with random ones on the public portal | Off |
The settings page groups these under Posts, Comments, User Details, and AI Integration Moderation. Toggle any of them independently — they don't depend on each other.
Moderation States
Every post and comment carries a moderation status that determines whether it's visible on the public portal:
| Status | Visible Publicly? | When It Happens |
|---|---|---|
| Pending | No | Created while moderation is enabled, awaiting admin action |
| Accepted | Yes | Approved by an admin, or auto-accepted when moderation is off |
| Rejected | No | Manually rejected by an admin (kept for audit) |
Post Moderation
When Require approval for posts is enabled, every new post (and post edit) lands in your moderation queue with status Pending. It stays invisible to the public until an admin accepts or rejects it.
Enable post approval
Go to Settings → Moderation and turn on Require approval for posts.
Review the queue
Open Moderation from the dashboard sidebar. New posts appear here with full context — title, description, submitter, source.
Act on each post
- Accept — publishes the post to the portal
- Reject — keeps the post hidden but preserved for audit
Leave post approval off for trusted internal portals or when you want frictionless community submission. Turn it on for high-visibility public portals where one bad post can hurt your brand.
Comment Moderation
Require approval for comments behaves identically to post approval, but for comments on existing posts. New comments and comment edits stay Pending until you approve them.
This is especially useful on high-traffic posts where a back-and-forth thread can derail quickly.
Enable AI Moderation Queue
This control specifically affects posts arriving from integrations — Intercom, Zendesk, Trustpilot, App Store reviews, and similar sources. When enabled, every integration-sourced post is parked in the moderation queue for manual review before the AI pipeline auto-creates or merges it. When disabled, the AI pipeline processes integration posts automatically.
This setting only gates integration-sourced posts. Posts submitted directly by end users through your portal or widget go through Require approval for posts instead (or skip moderation if that's off). The two controls are independent.
When to Enable the AI Moderation Queue
- You ingest a lot of integration traffic. Slack, Intercom, Zendesk, and review platforms can flood your inbox — the queue lets you triage before posts go live.
- You want a sanity check on auto-merge decisions. Without the queue, the AI pipeline may auto-merge a new integration post into an existing feedback thread; with the queue, you review the suggested merge first.
- You're calibrating the AI pipeline. Useful while you're tuning detection thresholds — every integration post is reviewable, giving you a clear signal of what the AI is catching vs. missing.
What Lands in the Queue
Any post arriving from a connected integration — typically the title and body extracted by the AI from a support ticket, review, or chat message — appears in the moderation queue with status Pending. You can:
- Accept it as a new feedback post
- Accept it as a merge into an existing post (when the AI suggests one)
- Reject it
Hide User Identities
When Hide user identities is enabled, real user details are replaced with a random name and avatar for all interactions on the public portal. Their internal identity is preserved in your admin dashboard — only the public-facing display changes.
Use this when:
- Your customers expect privacy (regulated industries, sensitive products)
- You don't want public posts to expose customer relationships
- You want to encourage candid feedback without fear of being identified by other users
Hiding user identity is public-facing only. Your team can still see who submitted what in the admin dashboard, so you can follow up and close the loop.