Comments

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What Are Comments?

Comments let you have discussions about specific runs and events. They’re run-level conversations that appear directly in the activity history timeline, giving you context alongside all the actions taken on a run. You might use comments to ask questions about a booking, flag issues that need attention, share instructions for guides, or document decisions. Comments create a record of discussions that stay with the run, so anyone looking at it later can understand the reasoning behind changes.

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Threading Structure

Comments support threaded conversations, making it easy to follow discussions even when multiple topics are being discussed on the same run.

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Root Comments

A root comment starts a new conversation thread. When you add a comment to a run, it becomes the first message in that thread. Each run can have multiple root comments, each starting its own separate discussion. Root comments appear directly in the activity history timeline in chronological order, interspersed with other activities on the run.

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Replies

You can reply to any comment, creating a parent-child relationship. Replies are nested under their parent comment, making it clear which comment someone is responding to. This threading structure keeps related messages together. If someone asks a question in a root comment, all the answers and follow-up discussion appear as replies to that comment, separate from other conversations happening on the same run.

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Resolving Threads

When a discussion reaches a conclusion or a question gets answered, you can mark the thread as resolved. This helps you keep track of which conversations still need attention and which are complete. There are two ways to resolve a thread, depending on the situation.

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Simple Resolution

You can mark any thread as resolved without adding additional context. This is useful when:

• A question has been answered in the replies
• An issue mentioned in the comment has been fixed
• The discussion is no longer relevant
• The conversation has concluded naturally

When you mark a thread as resolved, the entire conversation remains visible but is indicated as complete. This helps team members quickly identify which discussions are still active.

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Resolution with Answer

Sometimes a specific reply in a thread provides the answer or resolution. In these cases, you can mark that particular reply as the resolution comment. This is especially useful for:

• Questions where one reply provides the definitive answer
• Problem threads where a specific reply describes the solution
• Decision discussions where a particular reply states the final decision

When you mark a reply as the resolution, the system highlights that specific comment and marks the thread as resolved. This makes it immediately clear which response resolved the issue, even in long threads with many replies.

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Unresolving Threads

If a discussion needs to be reopened—perhaps because an issue recurred or new information changes the conclusion—you can unresolve a thread. Unresolving removes the resolved status and any resolution comment designation, bringing the thread back to active status. The conversation history remains intact; you’re simply indicating that the discussion is ongoing again.

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Reactions

You can react to comments using emoji reactions. Reactions provide a lightweight way to acknowledge a comment, express agreement, or show appreciation without adding another reply to the thread. Multiple people can react to the same comment, and each person can add multiple different reactions. You can see who reacted with each emoji, making it clear who’s responding to what. Reactions work on both root comments and replies, and they’re visible to everyone who can see the comment.

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Who Can Comment

Commenting permissions depend on your role in the system. Agency Users: Team members from your agency can comment on any run they have access to. This includes operations staff, coordinators, and administrators. Guides: Guides assigned to a run can also participate in comment threads on that run. This lets them ask questions, provide updates, or clarify details about their assignments. The distinction between agency users and guides may affect what they can see or do with comments, but both groups can actively participate in discussions about runs they’re involved with.

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Comment Drafts

As you type a comment, the system automatically saves your draft. This means if you navigate away from the page, close your browser, or lose your connection, your partially written comment isn’t lost. When you return to the run, your draft will still be there, ready for you to finish and post. Drafts are saved individually for each comment or reply you’re writing, so you can have drafts in progress for multiple conversations. Once you post a comment, its draft is cleared. Drafts are also personal to you—other users won’t see your draft until you actually post it.

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Editing and Deleting Comments

You can edit or delete comments you’ve posted, giving you control over your contributions to the discussion.

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Editing Comments

After posting a comment, you can edit it to fix typos, clarify your message, or add additional information. When you edit a comment, it’s marked as edited so other people know the content has changed from what was originally posted. Edits apply to both root comments and replies. Editing a comment doesn’t change its position in the timeline or affect any replies beneath it.

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Deleting Comments

You can delete comments you’ve posted. Deleting removes the comment from the thread entirely. If you delete a root comment that has replies, you’ll need to decide what happens to the entire thread. If you delete a reply, the rest of the thread remains intact. Be thoughtful about deleting comments that others have replied to or reacted to, as it may remove context for those responses.

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Comments in Activity History

Comments appear inline within the activity history timeline, in chronological order alongside all other activities on the run. This integration means you see comments in context. If someone comments about a booking issue, you’ll see that comment right next to the booking changes that followed. If a guide asks a question, you’ll see their comment near their assignment activity. The timeline shows root comments in their chronological position. Replies are nested under their parent comment, maintaining the thread structure. This gives you both a chronological view of when discussions happened and a logical view of how conversations flow. Resolved threads are still visible in the timeline but are clearly marked as resolved, so you can focus on active discussions while still having access to historical conversations.