Channels

Turn all your customer feedback into real-time insights with channels. Uncover trends and build products people love. Bring your support tickets, product reviews, and continuous feedback into one place and let Dovetail make sense of it.

Using LLM and ML techniques, channels continuously classifies and tracks themes in large data sets, connecting to your feedback channels with direct integrations to keep your finger on the pulse of high-volume customer feedback.

Managers and Contributors can create a new channel from within the sidebar by pressing New → Channel. Configure your channel by selecting what data type best matches your feedback. We recommend setting up separate channels for each data type as the prompts we are giving the LLM are different and specific.

Once your channel is created, it's time to start bringing in your data points. You can connect directly to Front, Intercom, Jira Service Management, and Zendesk, and we'll begin syncing your tickets in real time. You can also import feedback through Zapier, our Public API, or a CSV file.

To connect a new data source, open a channel, press + Add source, and select from the list of data sources.

Once your data source has been connected, select the data you wish to sync to your channel. You can choose specific teams or inboxes and the timeframe of your data. The timeframe you select is how far back you want to start syncing data from your source.

For example, if you select from 6 months, all existing data collected from the last 6 months will be added to your channel as a starting point. From there, any new data collected will be automatically synced into your channel over time.

You're always in control of your data. Once themes have been generated, you can merge any that are overlapping, split any that need to be more granular, or even create your own if you think something was missed!

Merge themes

To merge themes, simply select multiple themes and press Merge from the top of the theme table.

Split themes

To split themes, select a theme and click on Split from the top of the theme, above the summary.

Create themes

To create new themes, hit the + button at the top of the theme table and enter the theme name you'd like to start tracking!

Are there new policy checks required to use Channels?

The current Artificial intelligence development policy in our trust center is still relevant and covers what is required to use channels.

How is our data being used?

For details on your data, see Responsible Use on Dovetail AI features.

Does every user need to have access to the connected data source?

Users do not need to have access to data sources to view channels that they're connected to. They will only need access if they wish to create their own channel, as integrations are authenticated at the user level.