Moderation
Keep your public portal clean — review posts and comments before they go live, let AI flag risky content, 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 three independent moderation controls so you can pick exactly how much friction is appropriate for your community.
| Control | What It Does | Default |
|---|---|---|
| Post Moderation | New feedback posts require admin approval before going public | On |
| Comment Moderation | New comments require admin approval before going public | On |
| 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 | Anonymize user names on public posts and comments | Off |
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) |
| Spam | No | Marked as spam (kept for audit and learning) |
Post Moderation
When enabled, every new feedback post lands in your moderation queue with status Pending. It stays invisible to the public until an admin accepts, rejects, or marks it as spam.
Enable Post Moderation
Go to Settings → Moderation and toggle Post Moderation on.
Review the queue
Open the Moderation queue from your admin dashboard. 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
- Mark as spam — hides the post and helps train the AI moderation model
Turn post moderation 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
Identical behavior to post moderation, but for comments on existing posts. New comments 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 Post Moderation 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
- Mark it as spam
Hide User Identities
When enabled, end-user names are replaced with a generic label (e.g., "Anonymous") 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.
Recommended Configurations
- Post Moderation: Off
- Comment Moderation: Off
- Enable AI Moderation Queue: Off
- Hide User Identities: Off
All content goes live immediately. Best for company-internal portals where everyone is identified and accountable.
- Post Moderation: On
- Comment Moderation: On
- Enable AI Moderation Queue: Off
- Hide User Identities: Off
Every post and comment is admin-reviewed. Manageable for small-to-medium traffic.
- Post Moderation: On
- Comment Moderation: On
- Enable AI Moderation Queue: On
- Hide User Identities: Off
Recommended when you connect multiple integrations (Intercom + Zendesk + reviews). The AI moderation queue lets you review every integration-sourced post before it lands on your boards.
- Post Moderation: On
- Comment Moderation: On
- Enable AI Moderation Queue: On
- Hide User Identities: On
Strict review plus public anonymity. Good for healthcare, finance, legal, or any regulated context.
Last updated 4 days ago
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